Duininck Companies is looking for a motivated, self-starter to join our team as a full-time Internal Customer Support Specialist.
The Duininck business portfolio is made up of entities diversified in industries ranging from construction to manufacturing, real estate development to distribution. From the guiding focus and core values, Duininck Companies (Central Management) provides a solid foundation giving each independently operated family business the agility of a small company and the stability and resources of a major corporation.
The Internal Customer Support Specialist is part of the Information Systems Department at Duininck Companies. This position will analyze and troubleshoot complex issues within business systems across all the entities. Through individual contributions and teamwork, the Internal Customer Support Specialist will identify problems and provide solutions and potential workarounds. This position will document and improve existing and new technical procedures and knowledge management. The successful candidate will effectively work with a variety of people, personalities, skill levels, and organizational levels. This position is expected to work onsite in our office located in Willmar, Minnesota.
Essential Duties and Responsibilities
- Provide friendly and courteous helpdesk support, across all Duininck entities.
- Provide helpdesk support by phone, email, messaging, and in-person communication. In-person support may require driving to entity sites.
- Identify problems with system operations and provide potential workarounds.
- Prioritize incoming requests, as well as assist, document, and escalate tickets.
- Document, review and improve existing or new knowledge management.
- Professionally manage highly sensitive company information in a strictly confidential manner.
- Establish a high level of personal credibility and build strong professional working relationships with the end-user.
- Train users to work with new computer hardware or software, such as desktop computers, iPads, Microsoft Office applications, and ERP systems.
- Design, create, and distribute training materials as required.
- Preserve and grow knowledge of help desk procedures, products, and services.
- Contribute to team effort by being a valuable member to the team.
- Other duties and special projects as assigned.
Job Knowledge, Skills, and Abilities
- Proficiency in learning and mastering new business applications.
- Ability to manage change control process for application upgrades or process-change projects.
- Ability to multi-task and change direction as needed/requested.
- Comprehensive knowledge of Microsoft Office applications.
- Ability to effectively work with a variety of people, personalities, skill levels, and organizational levels.
- Excellent written and verbal communication skills.
- Excellent telephone skills and ability to deal with all situations with exceptional customer service.
- Capable of working with limited supervision and direction.
- Maintain a valid driver's license with the ability to travel to entity sites to provide support.
- Ability to lift objects up to 40 pounds.
- Ability to work with computer equipment, office equipment, and look at a computer monitor for extended periods of time is required.
Education and Experience
- 5 years of business experience working in a professional work environment.
- Customer service experience.
- Bachelor's Degree preferred. Or equivalent combination of education, training, and experience.
- Work experience in a manufacturing or construction business is a plus.
- Comprehensive knowledge of MS Office applications strongly preferred.
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