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Desktop Support Specialist

Overview

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area.  Best known for our award-winning, e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com, we’ve been engaging muscle car, truck, and off-road enthusiasts with exceptional products, services, and experiences since 2004. With the acquisition of Eckler’s in 2022, a pioneer in classic car restoration & modification for over 60 years, Turn5’s catalog of brands has expanded to now offer aftermarket automotive products for vehicles as classic as the Model T.

 

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

 

Reporting to the Desktop Support Lead, the Desktop Support Specialist position is responsible for providing the first line of hardware and software support to all internal users, creating training guides and training users, and, time permitting, assisting senior department personnel with the tasks they are assigned.

 

Year 1 is going to be about:

  • Monitor Help Desk ticketing system - provide technical assistance and support for user issues related to computers, software, and other IT-managed systems
  • Respond to user questions via chat, email, support ticket, phone, or in person as appropriate. Ask questions to assess the scope and nature of the issue.  Resolve or escalate as necessary
  • Train users as needed using those manuals as a base
  • Setup computers, phones, peripherals, and other devices as needed
  • Install, add, move or change telephone extensions and related equipment
  • Respond to requests for loaner equipment; maintain hardware and inventory for check-in / check-out purposes
  • Occasional local travel to other sites is required with reliable transportation

We can’t skip over some of the specific skills and experience we know are a “must” to be successful.  So, we need you to have:

  • Computer proficient
  • Knowledge of Windows desktop and Server OS
  • Knowledge of Microsoft Office Suite and Office 365
  • PC deployment experience preferred
  • Excellent organizational skills with the ability to handle multiple tasks simultaneously
  • Oral and written communication, interpersonal skills.
  • Ability to prioritize workload and meet deadlines.

#CORP

Average salary estimate

$60000 / YEARLY (est.)
min
max
$50000K
$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Desktop Support Specialist, Turn5, Inc.

Are you ready to dive into a rewarding role as a Desktop Support Specialist at Turn5 in Lenexa? At Turn5, we're not just e-commerce enthusiasts; we're dedicated to creating exceptional experiences for automotive fans. You’ll play a vital part in helping our team navigate hardware and software challenges, ensuring that our internal users have the support they need. Your day-to-day activities will include monitoring the Help Desk ticketing system to provide timely and effective technical assistance. You'll be responding to user inquiries through various channels, asking relevant questions to understand the scope of their issues, and resolving or escalating them as needed. Additionally, you'll help set up essential IT equipment, from computers to phones, while also creating training manuals and conducting user training sessions. Don’t worry if you haven't been in this role before — while some experience is preferred, we value eagerness to learn and the right attitude even more. At Turn5, we believe that every interaction with customers makes a difference, and as a vital part of our team, you’ll be assisting not only with technical problems but also building rapport with your colleagues. If you’re computer proficient, have knowledge of Windows OS, and are skilled in the Microsoft Office Suite, we would love to hear from you. Join us in our mission to connect with fellow gearheads and elevate their automotive experience through top-notch support!

Frequently Asked Questions (FAQs) for Desktop Support Specialist Role at Turn5, Inc.
What are the responsibilities of a Desktop Support Specialist at Turn5?

As a Desktop Support Specialist at Turn5, your primary responsibilities will include providing first-line support to internal users, monitoring the Help Desk ticketing system, and resolving their technical inquiries. You'll troubleshoot hardware and software issues, assist in setting up IT equipment, and create training materials to educate users on systems. Everything you do helps ensure that our team is operating smoothly and providing the best service possible.

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What qualifications do I need to apply for the Desktop Support Specialist position at Turn5?

To be a fit for the Desktop Support Specialist role at Turn5, candidates should be computer proficient with a strong knowledge of Windows desktop and Server operating systems. Familiarity with the Microsoft Office Suite, Office 365, and PC deployment is preferred. Strong organizational skills, excellent communication abilities, and the capacity to manage multiple tasks effectively are essential to thrive in this position.

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What does a typical day look like for a Desktop Support Specialist at Turn5?

A typical day for a Desktop Support Specialist at Turn5 involves monitoring incoming Help Desk tickets, responding to user issues via multiple communication channels, and assisting with IT equipment setup. You'll spend time creating training guides and leading sessions for colleagues, ensuring they are well-equipped to handle our systems. You'll also be managing inventory for loaner equipment, which keeps the workflow efficient and effective.

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Is experience in IT necessary for the Desktop Support Specialist role at Turn5?

While prior experience in an IT support role is certainly beneficial, Turn5 values enthusiasm and the willingness to learn. As a Desktop Support Specialist, you’ll receive training and mentorship from senior department personnel, so even if you’re relatively new to the field but possess a strong base of technical knowledge, we’d encourage you to apply!

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Will I be required to travel for the Desktop Support Specialist job at Turn5?

Yes, the Desktop Support Specialist position at Turn5 may involve occasional local travel to different sites. Reliable transportation is necessary for this role. This aspect of the job helps you engage with team members and users at various locations, fostering a collaborative and supportive work atmosphere while solving diverse technical challenges.

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Common Interview Questions for Desktop Support Specialist
How do you prioritize tasks as a Desktop Support Specialist?

To prioritize tasks effectively as a Desktop Support Specialist, I focus on understanding the urgency and impact of each issue. I categorize requests based on user need, potential downtime, and technical complexity. This strategy helps me tackle the most pressing problems first while balancing my workload efficiently.

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Can you describe a challenging technical issue you resolved?

Certainly! One challenging issue involved a widespread software update failure that affected multiple users. I quickly diagnosed the problem by communicating with affected users and analyzing system logs. I coordinated with the technical team to create a swift resolution, applied a temporary fix for users until the update was reconfigured, and documented the process for future reference.

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How do you handle conflicts with users while providing support?

I believe that effective communication is key to handling conflicts. I listen carefully to the user’s concerns and empathize with their situation. By maintaining a calm and professional demeanor, I work towards finding a solution collaboratively, ensuring that the user feels heard and satisfied with the outcome.

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What tools do you use to track and manage support requests?

In my previous roles, I've effectively used ticketing systems like Jira or ServiceNow to track and manage support requests. These tools help me document issues, manage user interactions, and analyze patterns over time, which improves overall support performance and user satisfaction.

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How do you keep your technical skills up to date?

To stay current with technology, I regularly engage in online courses, attend workshops, and participate in tech forums. Following industry news and trends also helps me gain insights into emerging technologies, allowing me to bring valuable knowledge back to my team and enhance our service delivery.

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What is your experience with Microsoft Office Suite?

I am highly proficient in Microsoft Office Suite, having used it extensively for creating documents, analyzing data in Excel, and designing presentations in PowerPoint. I also enjoy helping users navigate these applications, as I believe that strong productivity software skills can greatly enhance overall workflow efficiency.

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Describe your experience with hardware setup and troubleshooting.

I've had substantial experience with hardware setup and troubleshooting. This includes configuring computers, peripherals, and networks. I follow systematic procedures to diagnose issues, often involving hardware tests and replacements while documenting each step to ensure a thorough understanding of the process.

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How do you approach user training?

When training users, I tailor my approach based on their experience levels. I start with the basics and ensure that users feel encouraged to ask questions. I also provide written guides and visual aids, facilitating a deeper understanding and better retention of information as they learn how to use our systems effectively.

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What is your familiarity with remote desktop support?

I have considerable experience with remote desktop support tools like TeamViewer and Remote Desktop Connection. These tools are invaluable for troubleshooting users' issues without being physically present, allowing me to quickly identify and resolve problems while maintaining a high level of service.

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How would you handle a situation where you can't immediately solve a user's issue?

If I encounter a problem I can't immediately solve, I communicate transparently with the user, ensuring they understand I'm committed to resolving their issue. I gather all necessary information and, if possible, escalate the problem to a more senior team member while keeping the user updated on the progress.

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EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
April 14, 2025

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