Technical Support Specialist

2 weeks ago

Oklahoma City, Oklahoma, United States Locke Supply Co Full time
Job Overview

About Locke Supply Co
Locke Supply Co is a 100% Employee Owned company, recognized as a leading supplier in the Plumbing, Electrical, and HVAC sectors across multiple states.

This role is pivotal in delivering technical assistance by collaborating with our staff to diagnose and resolve issues related to the desktop computing environment. The ideal candidate will possess outstanding communication, technical, and interpersonal skills, along with a commitment to providing exceptional support and service to a diverse range of internal stakeholders. We seek a personable, service-oriented individual who thrives in various settings, demonstrating enthusiasm, motivation, integrity, and professionalism.

Key Responsibilities

  • Respond to incoming calls directed to the Helpdesk for IT assistance.
  • Generate support tickets for all issues reported through phone and email channels.
  • Act as the initial point of contact for help desk tickets, ensuring that each ticket contains the necessary information for resolution or escalation to the second level. If escalated, review solutions to gain insight into the issues.
  • Resolve incidents utilizing existing documentation and established procedures.
  • Identify and propose potential enhancements to documentation and processes.
  • Provide follow-up and updates to customers regarding the status of their tickets.
  • Assist staff with all applications, including the company's ERP system and other business software.
  • Support the onboarding process for new hires, including equipment setup, account creation, and configuration.
  • Help with the installation or configuration of software as required by user roles.
  • Combine a wide range of technical knowledge with a strong focus on delivering excellent customer service.
  • Troubleshoot email and internet connectivity issues, including Office 365 and Outlook.
  • Contribute to special projects as assigned.

Required Qualifications and Experience

  • Minimum of 2 years of experience in IT Help Desk support.
  • Experience in supporting ERP systems and other business applications.
  • Proficient in Windows 7 through Windows 10, as well as PC hardware and peripherals.
  • Familiarity with Microsoft Office and Office 365.
  • Basic knowledge of Active Directory, Group Policy, DNS, DHCP, and printers.
  • Comfortable training and guiding end-users across a variety of technologies.
  • Excellent verbal and written communication skills, with the ability to convey information clearly and professionally.
  • Strong organizational and analytical skills, with a keen attention to detail.
  • Exceptional interpersonal customer service abilities.
  • A genuine passion for troubleshooting and providing technical support.
  • Highly organized and detail-oriented, with a strong emphasis on accuracy and follow-up.
  • Self-motivated and capable of managing multiple tasks and deadlines with minimal supervision.
  • Experience working in a collaborative, team-oriented environment.
  • Flexibility to accommodate occasional evening and weekend responsibilities.
  • Valid driver's license, clean driving record, and access to a personal vehicle for job-related tasks.
  • Physical requirements include the ability to sit, climb, stoop, kneel, crouch, or crawl, and the capability to lift and/or move technical equipment weighing up to 30 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Education and Certifications

  • Associate's degree in computer science or equivalent IT experience is preferred.
  • A+ certification is preferred.
  • Entry-level Microsoft certifications are preferred.
  • Entry-level Cisco certifications are preferred.

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