Technical Support Specialist II

Main Duties & Responsibilities:

Primary Job Role Provides customer with technical support for computer, application, system, device, access and hardware issues, by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. Builds relationships that maximize and complement individual abilities while achieving or exceeding service needs. Assists in creating and maintaining user facing FAQs, administers user access groups, user security settings, and end point security on a daily basis. Works with third-party support and equipment vendors in matters of warranty, and off site support. This also includes assisting the users in troubleshooting specialized applications installed on Ring Power computers. Adheres to and enforces IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support all IT equipment and software. Walks the customer through the resolution process so they may be empowered to resolve the same issue should it occur again. Completes project work or tasks as assigned by manager that aren't directly related to a ticket. Escalates customers inquiries appropriately to third level support, where an inquiry cannot be resolved to a customer's satisfaction. Communicates all work being performed and subsequent resolution to the customer using company provided software and tools. Performs other duties as assigned.

Essential Job Competencies Safety:

fully supports, encourages and follows safe work behavior, and considers safety of paramount importance in the workplace.

Job Specific Skills:

Demonstrates the required depth and mastery of knowledge and skill associated with the job as identified in the Learning Management System (LMS) and other applicable sources. Demonstrates the effective application of the job specific knowledge, skills and ability required to resolve job related challenges in the workplace. Refer to job specific training requirements for the job identified in the LMS.

Fostering Teamwork:

Listens and responds constructively to other team members' ideas. Offers support for others' ideas and proposals. Is open with other team members about his/her concerns. Works for solutions that all team members can support.

Communication:

Uses active listening skills, conveying information with the appropriate medium that is clear and easily understood. Uses feedback to verify effective and accurate communication has occurred. Ensures that others having a need to know are kept informed about developments, progress, problems and plans through consistent, effective communication. Avoids surprises.

Information Gathering:

Checks all appropriate sources in identifying the information needed for analysis and decision making. Uses skillful methods in obtaining high quality relevant information. Checks work to ensure accuracy and completeness. Compares observations or finished work to what is expected to find inconsistencies. Clearly documents sources, and organizes the information according to the research needs.

Analytical:

Uses a logical, systematic, sequential approach breaking down complex tasks into its component parts and considering each part in detail. Compares alternatives, evaluating the costs, benefits, risks, and chances for success, in making decisions. Identifies patterns and trends to determine root cause. Generates a range of creative solutions, choosing the most appropriate option.

Takes Initiative:

Takes appropriate action to resolve issues without requiring direction. Seeks out others involved in a situation to learn their perspectives. Makes difficult decisions in a timely manner. Is willing to make decisions in difficult or ambiguous situations, when time is critical. Assertive in a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made.

Customer Oriented:

Demonstrates concern for satisfying external and/or internal customers. Responsive, quickly and effectively addresses customer concerns or problems. Assures customers he/she is willing to work with them to meet their needs. Presents a cheerful, positive manner with customers.

Adaptability:

Adapts to changing business needs, conditions, and work responsibilities. Adapts approach, goals, and methods to achieve solutions and results in dynamic situations. Recovers quickly from setbacks, and finds alternative ways to reach goals or targets. Open to different and new ways of doing things; willing to modify one's preferred way of doing things.

Personal Development:

Takes responsibility for personal learning and development by acquiring and refining technical and professional skills needed in job related areas. Obtains developmental opportunities proactively. Actively seeks and embraces growth opportunities.

Company Overview:

In 1962, Ring Power Corporation became a full-line Caterpillar dealer in North Florida, and later expanded its authorized territory to include Central Florida. Today, Ring Power Corporate headquarters in St. Augustine oversees the operations of 18 branch locations throughout the state of Florida, including large regional facilities in Tampa and Orlando and crane and forklift sales and service facilities in Pompano. Ring Power also has eight facilities outside of Florida

• The Carolinas, Georgia, Texas & Tennessee
• to serve the needs of other specialized industries and customers.

Ring Power Corporation has become one of the largest Caterpillar dealers in the Southeastern United States through dedication to the mission of customer service. In order to preserve the "Customers First" reputation that Ring Power was built on, we continually train our employees and work closely with our customers to assure complete satisfaction, especially after the sale. Currently, more than 2,300 employees at 20+ locations throughout Florida and the United States work hard to provide the highest quality construction equipment, backed by responsive, professional service and support at every level.

Qualifications:

Education and Experience Formal Education High School diploma or GED Experience 3-4 years Required / Credentials Able to easily and effectively comprehend written material and communicate orally and in writing with employees and customers. 3

• 4 years of PC Support & IT Specialized Certifications.

Moderate experience in Microsoft based networking applications and protocols, MS Office, Office 365, IBMi Client Access Emulator (AS/400), Hardware/Software troubleshooting. Moderate experience in hardware/OS/software installation, troubleshooting, and maintenance. Moderate experience installing, configuring and maintaining Windows Desktop Operating Systems. Not Required but Highly Desired Criteria Specialized Training or Certification, A+ certification, Network+, preferred. Updating of Knowledge Job requirements change requiring re-training to stay current every 1-2 years. Responsibility for Change, Innovation, Overall Improvement, and/or Effectiveness Problem Solving Job requires complex problem solving skills in a dynamic environment. Independent research and analysis are routinely required to develop appropriate solutions. Awareness and intervention is expected to prevent problems from occurring. Creativity Job requires creativity as part of carrying out daily activities. New approaches are encouraged. Autonomy Job is not normally monitored, but overall objectives are clearly defined. Use of discretion in how the work is done, setting priorities and decision making is encouraged. More emphasis is placed on achieving the desired outcome, not on controlling the process. Working Environment Stress Load Regular exposure to these stresses (20-80% of the time). Workload Fluctuation Job frequently involves changes in priorities, complexity and/or quantity of work. Work Schedule Work is typically performed during regular business hours with occasional requirements to work nights, holidays and weekends. Organizational Impact A person's performance in this job has considerable immediate impact on expense, efficiencies or achievement of overall department objectives. Supervisory Responsibility Job has no subordinates / no supervisory responsibility (may work independently or as a member of a team) Physical Demands "NA" : Not Applicable "O" : Occasionally

• (up to 3 hours/day) "F" : Frequently
• (3-6 hours/day) "C" : Constantly
• (6-8 hours/day)

N/A:

Climbing O:

Balancing O:

Stooping O:

Kneeling O:

Crouching O:

Crawling O:

Reaching O:

Standing F:

Sitting O:

Walking O:

Feeling C:

Fingering O:

Grasping O:

Repetitive Motion O:

Talking O:

Hearing O:

Pushing

• Up to 25 lbs.

O:

Pulling

• Up to 25 lbs.

O:

Lifting

• Up to 25 lbs.

N/A:

Pushing

• 26-50 lbs

N/A:

Pulling

• 26-50 lbs.

N/A:

Lifting

• 26-50 lbs.

N/A:

Pushing

• Over 50 lbs.

N/A:

Pulling

• Over 50 lbs.

N/A:

Lifting

• Over 50 lbs. Environmental Conditions "NA" : Not Applicable "O" : Occasionally
• (up to 3 hours/day) "F" : Frequently
• (3-6 hours/day) "C" : Constantly
• (6-8 hours/day)

C:

Inside conditions: Protection from weather but not necessarily from temperature change.

N/A:

Outside environmental conditions: No effective protection from weather.

N/A:

Extreme cold: Temperatures below 32 degrees for periods of more than one hour.

N/A:

Extreme heat: Temperatures above 100 degrees for periods of more than one hour.

N/A:

Noise:

sufficient noise to cause the worker to shout to be heard above the ambient noise level

N/A:

Vibration:

Exposure to oscillating movements of the extremities of whole body.

N/A:

Hazards:

Includes a variety of physical conditions (i.e. proximity to moving mechanical parts, electrical current, working in high places, exposure to heat and/or chemicals.

N/A:

Atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dust, mists, gases or poor ventilation.

N/A:

Oils:

There is air and/or skin exposure to oils and other cutting fluids.

N/A:

Air particulates / contaminants: the worker is required to wear respirator.

RING POWER CORPORATION, INC. IS AN EQUAL OPPORTUNITY

EMPLOYER