Overview:

This position is responsible for leading a team of IT support personnel and ensuring excellent customer service and technical support is provided to Titan Machinery employees.  Works alongside team to identify and resolve technical problems associated with software, hardware, network systems and other equipment.

This position is a great fit for your career if you::

Manage IT help desk issues, projects and supervises IT help desk personnel

Maintain excellent service throughout all help desk operations by ensuring quality and customer service standards are met

Troubleshoot hardware, software, network systems and other equipment, research issues and identify solutions

Provide over the phone and in person support

Support desktop and laptop computers, Android and iOS mobile devices

Responsible for computer repair, configuration, deployment, and IT asset tracking

Support Office 365 applications, cell phone plans, printing, VOIP telephony and shipping software

Configure and manage help desk software as needed

Provide basic administration of data center hardware and software

Define, develop, and track quality and service metrics for calls and tickets

Analyze and resolve quality and customer service problems

Define and implement severity levels and associated SLAs

Documents all support calls and includes resolution steps

Creates documentation, instructions and updates knowledgebase

Takes part in on-call rotation

Participate in evaluating new hardware and software

Facilitate and participate in the design of strategic IT solutions

Work with System Administrators to resolve complex and recurring issues

Coordinate with System Administrators to deliver required updates and patches

Evaluate and improve IT processes and end user processes pertaining to IT

Training of users in computer, phone usage, and other related processes

Travel to stores to install and configure computer hardware and software as needed

Follow all procedures of the company and IT department

Identifies and implements process improvements in daily duties

Follow all safety rules and regulations while performing work assignments

Other duties as assigned

Qualifications:

Required:

Minimum of 5 years’ work experience providing user support and troubleshooting hardware, software, network systems and other equipment and/or related military experience

Ability to handle and resolve frequent interpersonal conflict

Ability to perform in a fast-paced, stressful work environment

Ability to manage multiple requests simultaneously, and prioritize work based on severity

Ability to respond quickly, accurately, and professionally to demands and requests from customers and employees

Ability to travel on a limited basis, with overnights included, and work flexible hours

Exemplifies Titan Machinery’s Core Values

Keen attention to detail, high level of initiative, and the ability to work independently

Ability to work creatively within groups and individually

Demonstrated ability to handle highly confidential and sensitive information

Demonstrated strong analytical and problem-solving skills

Effective at time management and multi-tasking

Ability to form and maintain effective relationships with diverse personalities both externally and internally

Excellent customer service skills

Excellent written and verbal communication skills

Strong system implementation, and/or system integration experience and skills

Preferred

Associate’s Degree

Titan Machinery provides a generous total compensation package including the following:

Health Insurance - Titan Pays the Premium for Single Coverage!!  

Dental Insurance - Titan Pays the Premium for Single Coverage!!  

Vision Insurance - Optional 

(PTO) Paid Time Off starts accruing on your First Day of Full-time employment! 

401(k) with company matching on your FIRST DAY of employment 

HSA (Health Savings Account)— up to $1500 tax-free each year, paid to your account by Titan Machinery. 

Parental Bonding Leave 

Pregnancy-Related Leave 

Performance-based incentives  

7 Paid Holidays 

Competitive Wages  

Paid Long-term Disability Insurance 

Paid Basic Life/AD&D Insurance 

Optional Insurance Products: Life/AD&D Insurance, Short Term Disability, Accident & Critical Illness, Identity Theft Protection 

FSA (Flexible Spending Account) for eligible expenses and dependent care costs 

Employee Discounts at Titan Machinery, Vehicle Discount, Enterprise Car Rental, Hertz Car Rental, Choice Hotels, and Profile Plan 

Titan Paid Employee Assistance Program (free and confidential Counseling, Legal Advice, and more) 

Titan Paid Bereavement Leave 

Ongoing Professional Training Opportunities 

Tuition Assistance for educational/professional growth  

Paid time for Team Titan Volunteer Activities in your Community 

Volunteer Firefighter/EMT Paid Time Off 

Titan Uniform/Branded Apparel Program 

#TMManagement

Titan reserves the right to adjust compensation based on factors including but not limited to: scope and geography of the position, qualifications and experience of candidates, and other business and operational conditions. Titan Machinery is an Equal Opportunity / Affirmative Action employer: Women, Minorities, the Disabled and Veterans are encouraged to apply.