Technical Support Specialist at Dobbs Peterbilt

📍 Job Overview

Job Title: Technical Support Specialist
Company: Dobbs Peterbilt
Location: Memphis, TN
Job Type: On-site
Category: IT Support & Customer Service
Date Posted: 2025-08-02
Experience Level: Intermediate (2-5 years)

🚀 Role Summary

Key Responsibilities: Provide exceptional frontline IT support, troubleshoot customer issues, manage service tickets, and ensure high-quality IT services for seamless operations.
Key Skills: IT customer service, technical support, Windows 10/11, Active Directory, VoIP technologies, VPN configuration, Microsoft 365, networking protocols, remote support tools, mobile device management, troubleshooting, and documentation.

📝 Enhancement Note: This role requires a strong focus on customer service, communication, and problem-solving skills, with a solid foundation in Windows environments and basic networking knowledge.

💻 Primary Responsibilities

Customer Support: Deliver exceptional frontline IT support, with a strong focus on responsiveness, professionalism, and clear communication across all levels of technical proficiency.
Issue Resolution: Triage customer issues and requests, troubleshoot and resolve end-user technology issues, and ensure critical events are communicated to appropriate parties for tracking until resolution.
Service Ticket Management: Manage and route service tickets using the ITSM platform, ensuring accurate documentation and timely status updates to end users.
Hardware & Software Support: Procure, install, repair, replace, and update personal computers, smartphones, tablets, mobile computing devices, computing hardware, printers, and computing accessories. Deploy and configure approved software applications in accordance with IT standards and user requirements.
Collaboration & Knowledge Sharing: Work together with internal teams to address customer issues and requests, ensure timely resolution and follow-through to completion, and recommend and document repeatable troubleshooting procedures and best practices to enhance team efficiency and knowledge sharing.

📝 Enhancement Note: This role requires strong collaboration skills, with the ability to work effectively with internal teams to ensure customer issues are resolved promptly and efficiently.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Systems, or a related field; or Associate's degree in an IT-related discipline plus 3 years of IT experience; or 5+ years of progressively responsible experience in IT support or help desk environments.

Experience: At least 3 years of IT customer service or technical support experience in a role with similar primary duties.

Required Skills:

Proficiency in Windows 10 and Windows 11 environments, including configuration, troubleshooting, and upgrades.
Working knowledge of Microsoft Edge and other common browsers such as Google Chrome and Mozilla Firefox.
Basic understanding of TCP/IP networking protocols, DHCP, and DNS.
Adept with Active Directory for user account and group management.
Experience with VoIP technologies, including RingCentral setup, support, and configuration.
Experience with client VPN configuration and troubleshooting for remote connectivity.
Understanding of computer hardware configuration and support for PCs, laptops, printers, servers, and related peripherals.
Experience supporting Microsoft 365 environments and applications, including M365 Admin Center, Exchange Online, Outlook Web Access (OWA), and PowerShell for administrative tasks.
Basic knowledge of VMware, Hyper-V, and Azure cloud-based infrastructure concepts.
Familiarity with remote support tools for diagnosing and resolving end-user issues.
Experience supporting mobile devices (smartphones and tablets) across multiple platforms using a Mobile Device Management (MDM) solution.
Ability to communicate technical information effectively to customers with varying levels of technical knowledge.
Strong documentation skills to record issue progress and resolution details in ticketing systems.

Preferred Skills:

Relevant certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Administrator Associate, Microsoft Certified: Azure Fundamentals, Cisco Certified Network Associate (CCNA), or equivalent.
Advanced expertise in Windows 10 and Windows 11 operating systems, including configuration, administration, and troubleshooting.
Proficiency in Microsoft 365 environments, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, M365 Admin Center, Outlook, OWA, and PowerShell for administration and automation.
In-depth knowledge of Active Directory, Group Policy, DHCP, DNS, TCP/IP networking, and SD-WAN technologies.
Advanced troubleshooting and support skills for VoIP technologies, including RingCentral configuration and administration.
Advanced experience configuring and troubleshooting client VPNs and implementing secure remote access solutions.
Strong knowledge of VMware and Hyper-V virtualization technologies, as well as foundational understanding of Azure cloud services.
Proficiency in hardware configuration, diagnostics, and repair for PCs, laptops, servers, printers, and related peripherals.
Expertise in supporting and managing mobile devices (smartphones and tablets) across multiple platforms using Mobile Device Management (MDM) solutions such as Intune.
Excellent problem-solving, organizational, and communication skills with the ability to explain technical concepts to non-technical users.
Proven ability to independently manage and resolve multiple complex IT issues while collaborating effectively in a team environment.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong track record of IT customer service and technical support experience.
Showcase examples of successful issue resolution, service ticket management, and customer satisfaction.
Highlight any relevant certifications and professional development achievements.

Technical Documentation:

Provide detailed documentation of troubleshooting procedures, best practices, and customer support processes.
Include examples of technical documentation for hardware and software support, as well as any relevant guides or manuals created.

💵 Compensation & Benefits

Salary Range: $45,000 - $60,000 per year (based on regional market research for IT customer service and technical support roles in Memphis, TN)

Benefits:

Medical, dental, and vision insurance
Long-term disability insurance
Life insurance
401(k) retirement plan with company match
Paid vacation and sick leave

Working Hours: Full-time, 40 hours per week

🎯 Team & Company Context

🏢 Company Culture

Industry: Commercial truck dealerships and service centers

Company Size: Medium (25 locations across 8 states)

Founded: 1972 (as Dobbs Peterbilt, Inc.)

Team Structure:

The IT team consists of multiple Technical Support Specialists, IT Support Technicians, and IT Managers.
The team is responsible for maintaining and supporting the organization's business systems, applications, and environments to ensure seamless operations.
The IT team works closely with other departments, including Operations, Production, and Sales, to address customer issues and fulfill service requests.

Development Methodology:

The IT team follows ITIL (Information Technology Infrastructure Library) best practices for IT service management.
They use a ticketing system (Service Desk) to manage and track service requests and incidents.
The team employs a collaborative approach to troubleshooting, knowledge sharing, and continuous improvement.

Company Website: https://www.dobbspeterbilt.com/

📝 Enhancement Note: Dobbs Peterbilt values a high-quality team of employees and offers competitive benefits and growth opportunities for long-term employees.

📈 Career & Growth Analysis

Web Technology Career Level: Intermediate IT Support & Customer Service Specialist

Reporting Structure: Reports directly to the IT Manager or IT Support Team Lead

Technical Impact: The Technical Support Specialist plays a critical role in maintaining and supporting the organization's business systems, ensuring seamless operations and high-quality IT services for employees, partners, and customers.

Growth Opportunities:

Career Progression: With experience and strong performance, Technical Support Specialists can advance to IT Support Technician, IT Support Team Lead, or IT Manager roles.
Technical Skill Development: Dobbs Peterbilt encourages continuous learning and professional development, offering opportunities to gain experience with new technologies and tools.
Leadership Development: The company provides mentoring and training opportunities to help Technical Support Specialists develop their leadership skills and prepare for management roles.

📝 Enhancement Note: Dobbs Peterbilt offers a clear career progression path for IT professionals, with opportunities for growth and development in both technical and leadership roles.

🌐 Work Environment

Office Type: On-site, with multiple locations across the United States

Office Location(s): Memphis, TN (3030 Millbranch Rd)

Workspace Context:

The Technical Support Specialist works in a dedicated IT support workspace, equipped with multiple monitors, remote access tools, and other necessary resources for troubleshooting and issue resolution.
The workspace is designed to facilitate collaboration and communication with other IT team members and departments.
The IT team shares a common workspace, promoting knowledge sharing and teamwork.

Work Schedule: Full-time, 40 hours per week, with on-call rotation for after-hours and weekend support as needed

📝 Enhancement Note: The on-call rotation ensures that Technical Support Specialists are available to address customer issues and fulfill service requests outside of regular business hours.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone conversation to assess communication skills and basic technical knowledge.
On-site Interview: A face-to-face interview with the IT Manager or IT Support Team Lead to discuss technical skills, problem-solving abilities, and cultural fit.
Technical Assessment: A hands-on assessment of troubleshooting skills, service ticket management, and remote support tool proficiency.

Portfolio Review Tips:

Highlight successful issue resolution examples, service ticket management processes, and customer satisfaction achievements.
Include any relevant certifications and professional development accomplishments.
Showcase technical documentation and best practices developed during previous IT support roles.

Technical Challenge Preparation:

Brush up on Windows 10 and Windows 11 operating systems, Active Directory, and Microsoft 365 environments.
Familiarize yourself with common IT customer service and technical support tools and processes.
Practice troubleshooting scenarios and service ticket management exercises to build confidence in your problem-solving abilities.

ATS Keywords: IT customer service, technical support, Windows 10, Windows 11, Active Directory, VoIP technologies, VPN configuration, Microsoft 365, networking protocols, remote support tools, mobile device management, troubleshooting, documentation, customer service, problem-solving, teamwork, collaboration, ITIL, service desk, on-call rotation

📝 Enhancement Note: The interview process for the Technical Support Specialist role at Dobbs Peterbilt focuses on assessing technical skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer service and communication.

🛠 Technology Stack & Web Infrastructure

Hardware & Software Support:

Windows 10 and Windows 11 operating systems
Active Directory for user account and group management
Microsoft Edge and other common browsers (Google Chrome, Mozilla Firefox)
Microsoft 365 environments (Exchange Online, Outlook Web Access, PowerShell)
VoIP technologies (RingCentral)
Client VPN configuration and troubleshooting (Cisco AnyConnect, OpenVPN)
Mobile device management (Intune)
Remote support tools (TeamViewer, Remote Desktop Protocol)
Hardware configuration and support (PCs, laptops, printers, servers, related peripherals)

Service Ticket Management:

Service Desk (ITIL-based service management platform)

Monitoring & Reporting:

Remote monitoring and management (RMM) tools for proactive system oversight and support
Performance monitoring and reporting tools for service level agreement (SLA) tracking and continuous improvement

📝 Enhancement Note: The technology stack for the Technical Support Specialist role at Dobbs Peterbilt is focused on Windows environments, Microsoft 365, and common IT customer service and technical support tools and processes.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize customer service and satisfaction in all interactions and decisions.
Continuous Improvement: Embrace a culture of continuous learning and process improvement to enhance IT services and support.
Collaboration: Foster a collaborative work environment that encourages knowledge sharing and teamwork.
Accountability: Take ownership of tasks and responsibilities, ensuring timely and effective resolution of customer issues and service requests.
Adaptability: Remain flexible and open to change, embracing new technologies and processes as they emerge.

Collaboration Style:

Cross-functional Integration: Work closely with other departments, including Operations, Production, and Sales, to address customer issues and fulfill service requests.
Code Review Culture: Encourage knowledge sharing and peer-to-peer learning through regular code reviews and troubleshooting sessions.
Mentoring & Training: Provide mentoring and training opportunities to help team members develop their technical and leadership skills.

📝 Enhancement Note: The team culture at Dobbs Peterbilt emphasizes customer focus, continuous improvement, collaboration, accountability, and adaptability, with a strong emphasis on cross-functional integration and knowledge sharing.

⚡ Challenges & Growth Opportunities

Technical Challenges:

User Education: Develop and deliver training sessions and documentation to educate users on best practices, troubleshooting, and self-service options.
Process Optimization: Identify and implement process improvements to enhance service delivery, reduce response times, and improve customer satisfaction.
Emerging Technologies: Stay up-to-date with the latest IT customer service and technical support tools, processes, and best practices to ensure Dobbs Peterbilt remains competitive in the industry.

Learning & Development Opportunities:

Certification Programs: Pursue relevant certifications, such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Administrator Associate, Microsoft Certified: Azure Fundamentals, or Cisco Certified Network Associate (CCNA), to enhance technical skills and knowledge.
Conferences & Events: Attend industry conferences, workshops, and webinars to network with other IT professionals, learn about emerging technologies, and gain insights into best practices and trends.
Mentoring & Coaching: Seek mentoring and coaching opportunities from experienced team members and industry experts to develop leadership skills and advance your career.

📝 Enhancement Note: The Technical Support Specialist role at Dobbs Peterbilt presents numerous challenges and growth opportunities, with a strong emphasis on continuous learning, process improvement, and emerging technologies.

💡 Interview Preparation

Technical Questions:

Windows & Active Directory: Describe your experience with Windows 10 and Windows 11 operating systems, as well as your proficiency in Active Directory for user account and group management.
Troubleshooting: Walk through a complex troubleshooting scenario, explaining your approach, tools used, and the final resolution.
Service Ticket Management: Discuss your experience with service ticket management, including prioritization, escalation, and resolution processes.

Company & Culture Questions:

Customer Service: Explain your approach to providing exceptional customer service, with a focus on responsiveness, professionalism, and clear communication.
Teamwork: Describe your experience working in a collaborative team environment, with an emphasis on knowledge sharing and continuous improvement.
Adaptability: Share an example of a significant change or challenge you faced in a previous role and how you adapted to ensure success.

Portfolio Presentation Strategy:

Issue Resolution Examples: Highlight successful issue resolution examples, demonstrating your ability to diagnose and resolve complex technical problems.
Service Ticket Management: Showcase your service ticket management skills, including prioritization, escalation, and resolution processes.
Customer Satisfaction: Include customer testimonials or feedback demonstrating your ability to provide high-quality IT services and support.

📝 Enhancement Note: The interview preparation for the Technical Support Specialist role at Dobbs Peterbilt focuses on assessing technical skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer service and communication.

📌 Application Steps

To apply for this IT customer service and technical support position at Dobbs Peterbilt:

Resume Optimization: Tailor your resume to highlight relevant IT customer service and technical support experience, skills, and accomplishments.
Portfolio Preparation: Curate a portfolio showcasing successful issue resolution examples, service ticket management processes, and customer satisfaction achievements.
Interview Preparation: Brush up on Windows 10 and Windows 11 operating systems, Active Directory, and Microsoft 365 environments. Practice troubleshooting scenarios and service ticket management exercises to build confidence in your problem-solving abilities.
Company Research: Familiarize yourself with Dobbs Peterbilt's company culture, values, and mission to ensure a strong cultural fit and understanding of the organization's goals and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist