Senior IT Support Technician

Overview

Quinn Company, your local Caterpillar store, is hiring a Senior IT Support Technician in City of Industry, California.

Quinn Company is a Caterpillar dealership founded in 1919. The company sells, services, and rents a full line of new and used construction, agricultural, and material handling equipment, diesel and natural gas engines.

As a Caterpillar Dealership, Quinn Company enjoys a unique ability to be a nimble company with entrepreneurial spirit and leverage the global reach and support of a Fortune 50 company… local and global at the same time.

Quinn Company ranks among the top performing Caterpillar Dealers in the world. This competitive, performance based drive is the foundation of the company’s culture.

 

The Senior IT Support Technician will put customer service of paramount importance to ensure optimal user interaction. Expected to install, modify, and make repairs to personal computer hardware and software systems, in addition to providing technical assistance and training to system users, utilizing complex problem-solving skills, by performing the following duties.

Wages

Starting wage for the Senior IT Support Technician will depend on experience and education. $29.10 - $34.44

Responsibilities

Essential duties and responsibilities for the Senior IT Support Technician include the following. Other duties may be assigned.

 

•Inspects personal computer equipment and reads order sheet listing user requirements to prepare technology solutions for delivery.

•Setup, configuration, and deployment of desktop hardware and software. Enterprise administration, including management of user accounts and systems, such as email, remote access, PoS, and telecom.

•Perform data analysis for generating reports on periodic basis, provide strong reporting and analytical information support to management team. Generate both periodic and ad hoc reports as needed.

•Work with manager and team to define, develop, configure and support Helpdesk system (KACE), ticket layouts, imaging, hardware and software deployments as well as policies/processes involved. Create MSI/scripts for remote deployment.  

•Evaluates new hardware/desktop software; testing of hardware/desktop software compatibility with existing setups. May work with vendors of their hardware/software for compatibility issue resolution.

•Utilize server administration tools for Active Directory, Print Server Management, DFS, Group Policy.

•Asset management for both hardware and software licenses to ensure compliance.

•Provide tertiary level of support for IT team.

•Procurement - responsible for sourcing equipment, goods and services and managing vendors. Work with accounting for allocations of IT equipment.

•Responsible for recycling of universal and hazardous wastes/ewaste.

•Backup and restore systems as needed when network personnel are unavailable.  

•Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.

•Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.

•Enters commands and observes system functions to verify correct system operation.

•Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

•Instructs users in use of equipment, software, and manuals.

•Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

•Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

•Calls software and hardware vendors to request service regarding defective products.

•Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

•Recommends or performs minor remedial actions to correct problems.

•Evaluates, installs and troubleshoots other communication equipment and technologies, including PBX and other telecommunications products

•Coordinates activities with help desk, network services, or other information systems groups.

•Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.

•Participate in professional development classes; utilize employee education fund and other opportunities for learning and continual improvement

•Work independently at remote location, providing weekly progress reports to manager. Represents and is face of IT department at that site. A