IT End User Services Representative

Description

 Stowers Machinery is proud to expand from East Tennessee into Southern Florida through the opening of Coastal Construction Equipment, LLC, the region's CAT Compact Equipment Dealer. This expansion strengthens our ability to provide customers with exceptional sales, rental, parts, and service support.

Don't miss the opportunity to join our team during this exciting period of growth and help build the future of our Southern Florida operation. Apply today!

Position Scope

The IT End User Services Representative oversees all end-user support functions across all Southern Florida locations, ensuring employees receive timely, effective technical assistance. 

Requirements

Knowledge and Skill Requirements

• Strong understanding of end-user support, helpdesk operations, and IT service management.
• Knowledge of hardware, software, networking basics, and common enterprise applications.
• Excellent communication and customer service skills.
• Ability to analyze support trends and implement improvements.

Preferred Qualification(s)

• Experience managing IT support teams in a multi-location environment.
• Familiarity with ITIL practices, ticketing systems, and enterprise support tools.

Education Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
• Equivalent technical or leadership experience may be considered.

Essential Job Functions

• Oversee ticket queues, service levels, and support workflows across all Florida locations.
• Coordinate onboarding and offboarding processes, including device setup and account provisioning.
• Maintain documentation for support procedures, troubleshooting steps, and system usage.
• Collaborate with IT leadership, system administrators, and department managers to address recurring issues and improve service quality.
• Provide hands-on support for escalated technical problems when needed.
• Ensure hardware and software standards are followed across the organization.
• Monitor support metrics and identify opportunities to improve efficiency and user satisfaction.
• Support planning and execution of system upgrades, deployments, and technology rollouts.
• Troubleshoot user issues related to devices, applications, access, connectivity, and workflow problems.
• Investigate root causes of recurring issues and coordinate long-term solutions with IT teams or vendors.

Preferred Experience and Skills

• Three or more years of experience in IT support
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with ticketing systems, asset management tools, and remote support technologies.

Physical and Mental Requirements

• Ability to work in an office environment with extended periods of computer use.
• Ability to lift and move computer equipment as needed.
• Ability to communicate technical information clearly to non-technical users.

Work Environment

• Office-based with regular collaboration across all departments.
• Occasional travel to branch locations for support, training, or project work.
• Participation in system upgrades, deployments, and cross-department initiatives.

Most work is conducted in a comfortable office environment but exposure to site conditions may also occur. Personal protective equipment must be worn in areas as required. Although the work usually is not considered inherently dangerous, employees must be careful while performing onsite services.