Senior IT Support Technician

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.

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

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. Able to function with minimum supervision and capable of supervising other staff members.

•Work schedule may include rotating off-hour and weekend support with other IT team members to maintain consistent system availability.

•Work locations may vary within the Western United States and require travel approximately 35 to 45 percent including overnight as required. 

•Consistently assessing security posture.

•Participates in the development of the implementation and testing of DR for the help desk.

•Document and maintain accuracy of standard operational procedures and best practices of areas of responsibility.

•Participate in Change Management Board to ensure product standardization and adherence to production policies and procedures.

•Under direction of the Network Manager, may:

oAssist in securing network by developing network access, monitoring, control, and evaluation; maintaining documentation.

oAssist with evaluating network performance issues including availability, utilization, throughput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls.

oPerform routine network startup and shutdown procedures, in addition to maintaining control records.

Supervisory Responsibilities

•May supervise Specialist PC Support 1 and 2 as needed or in direct absence of Help Desk manager.

•Act as information resource for Help Desk and Technology Trainer for staff.

•Perform administrative duties as they relate directly to the customer needs for adds, moves, and changes to user accounts.

•Train existing and new IT Techs and act as mentor/goto person for IT staff.

•Excellent project management and customer service skills

•Excellent verbal, written and group communication skills

•Provide training for internal and external customers

•Demonstrates leadership qualities in a work group, team or project

•Supervising the priority & flow of daily duties, such as tickets

Computer Skills

PC hardware experience (i.e. upgrading, troubleshooting). Must possess a high degree of technical knowledge in the daily use and maintenance of a corporate Active Directory, Office 365, Office 2016/2019, Microsoft cloud collaboration tools (Teams, SharePoint, & OneDrive), virus defense solution, and possess a solid understanding of best practices regarding IT polity and security. Working knowledge of networking hardware/software/switches/routers/etc. Understanding a Microsoft Windows in a networked environment. Peripheral troubleshooting experience. iOS/Android OS/mobile device knowledge. Technical documentation/writing a plus. Virtualization experience. AS/400 administration experience, including user, menu, and print management.

Certificates/ Licenses/ Registrations

Comp TIA A+ Certification or equivalent experience.

College or university program certificate; or four years related experience and/or training; or equivalent combination of education and experience.

Quinn is an Equal Opportunity Employer M/F/V/DV

Quinn Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, all applicable veteran status or disabled veteran status. Quinn Group, Inc. has established an Affirmative Action Plan to promote the employment and advancement of members of those covered groups identified by statute and regulations, including minorities, women, qualified disabled individuals and all Veterans and disabled Veterans  

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