Technical Support Specialist

Introduction At Dobbs Truck Group, a part of our mission is to create relationships and a healthy work environment for our employees. We are always looking for qualified, customer-oriented individuals at Dobbs Truck Group. Overview

Dobbs Truck Group operates 21 commercial truck dealerships representing premier commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino throughout locations in Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington State.

General Job Description

This position is responsible for delivering comprehensive service and support to both operational and production employees. The primary focus is to maintain and support the organization’s business systems, applications, and environments to ensure seamless operations.

The Technical Support Specialist is expected to exercise sound judgment and discretion when triaging and prioritizing issues of significance, ensuring timely and effective resolution. This position plays a critical role in providing high-quality, end-user IT services to employees, partners, and customers, while consistently delivering exceptional customer service experience.

The duties described reflect the general nature of the position and additional related responsibilities may be assigned as business needs evolve.

• Deliver exceptional frontline IT support with a strong focus on responsiveness, professionalism, and clear communication across all levels of technical proficiency.
• Triage customer issues and requests through various tools, troubleshooting, and resolving end-user technology issues.
• Set-up of user accounts, permissions, and application access.
• Manage and route service tickets using the ITSM platform (e.g., Service Desk), ensuring accurate documentation and timely status updates to end users.
• Procure, install, repair, replace, and update desktop computers, laptops, tablets, printers, smartphones, and other computing accessories.
• Deploy and configure approved software applications in accordance with IT standards and user requirements.
• Collaborate with IT team members to test and refine system images, ensuring consistent and reliable endpoint deployments.
• Work together with internal teams to address customer issues and requests, ensuring timely resolution and follow-through to completion.
• Ensure all events are documented and communicated to the appropriate parties in a timely manner for tracking purposes until the issue is resolved.
• Ensure customer requests for service are handled in a manner that promotes high customer satisfaction and provides the customer with a positive experience.
• Adhere to documented standards, policies and procedures for documentation, ticketing processes, and Customer Service & Relationship Management handling expectations.
• Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IT Team members during ticket handoffs to minimize customer interruptions and avoid duplicate information requests.
• Provide training or mentoring to other team members regarding technical and application support.
• Recommend and document repeatable troubleshooting procedures and best practices to enhance team efficiency and knowledge sharing.
• Develop and maintain Power Shell or other automation scripts to streamline support workflows and improve service delivery.
• Administer and support enterprise email systems, including Microsoft 365 and Outlook, ensuring reliable access, mailbox management, and user support across all platforms.
• Assist in research and procurement of computer accessories and supplies.

• Associate degree in Computer Science, Information Systems, or a related field with three years of IT customer service or technical support experience in a similar role.
• Working knowledge of Microsoft Edge and other common browsers such as Google Chrome and Mozilla Firefox.
• Proficiency in hardware configuration, diagnostics, and repair for PCs, laptops, printers, and peripherals.
• Expertise in Windows 10 and Windows 11 environments, including configuration, troubleshooting, and upgrades.
• Experience supporting Microsoft 365 environments and applications, including M365 Admin Center, Exchange Online, Outlook Web Access (OWA), Teams, and Copilot.
• Ability to maintain and create Power Shell scripts.
• Basic understanding of TCP/IP networking protocols, DHCP, and DNS.
• Adept with Active Directory user account and group management.
• Experience with VoIP technologies, including Ring Central setup, support, and configuration.
• Advanced experience configuring and troubleshooting client VPN connectivity.
• Familiarity with remote monitoring and management (RMM) tools for proactive system oversight and support.
• Strong documentation skills to record progress and resolution details in ticketing systems.
• Proven ability to independently manage and resolve multiple complex IT issues while collaborating effectively in a team environment.
• Demonstrate initiative, strong…