The Desktop Support Technician is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support Technician is to provide support for all staff and clients. The Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, remote network, phone, in person (for onsite customers) and self-service.

Responsibilities:

• Receive and answer incoming support calls and emails in a timely manner
• Configuration and installation of PCs, laptops, tablets, printers, handheld computers, etc.
• Installs PC hardware and software, operating systems, and other required accessories.
• Leads or participates in special Information Technology projects as assigned.
• Troubleshoots complex PC hardware and software problems with users via telephone or in person
• Learn software systems and be able to troubleshoot problems associated with these systems
• Train employees on new software and system upgrades
• Prioritizes problems for yourself to work on and the IT Staff
• Escalates trouble calls upon determining that a problem is beyond user's ability to correct.
• Install and configure SIP VoIP phones
• Track and report recurring problems
• Other duties as assigned

Qualifications/Requirements:

• Excellent Customer Service skills, including phone as well as verbal communication skills
• Computer repair/diagnostic knowledge
• Excellent problem solving skills, including ability to effectively prioritize tasks
• Ability to adhere to policies and procedures
• Excellent organizational and documentation skills
• Ability to carry and move equipment weighing up to 40 lbs.
• Ability to support teamwork and cooperative effort
• Basic knowledge of VoIP phone systems
• Knowledge of DNS, DHCP, and AD
• Experience with networking, Active Directory, Exchange, VMware, SQL, or Server 2008/2012 would be helpful as well

Eligibility Requirements:

• Must have valid Driver’s License
• Reliable transportation

Candidates need to be career-oriented and professional. The position follows normal business hours, but after-hours and weekend work can be required in emergency situations or with planned IT projects. At times you will be required to travel between buildings in a 10 mile radius.

An Associate Degree or equivalent work experience is required.

Job Type: Full-time

Rough Country is a Drug Free Workplace

Rough Country LLC values and appreciates hard work and professional dedication and rewards their team with a compensation package that includes benefits.  New employees are eligible for and provided a competitive pay package, training, and advancement opportunities.  Some of the benefits include medical, dental, and vision coverage, 401(k), paid holidays, and paid vacation.

Rough Country LLC, located in Dyersburg, TN, is a customer-focused provider of suspension systems at market-leading prices to the off-road SUV and truck market.  Rough Country suspension systems raise the ride height of vehicles to enable steeper approach, higher ground clearance, accommodate larger wheels and tires, and create a more aggressive appearance for the vehicle.