Job Summary: The IT Help Desk Technician will respond to user inquiries, diagnose, and resolve hardware and software problems, and maintain documentation of support requests. This position will often work in a fast-paced environment, collaborating with other IT professionals to ensure a seamless and productive user experience.
Essential Functions: - Committed to serve. Provide a friendly, quick, and helpful first point of contact for end users through our helpdesk via phone, email, and computer chat. Communicate to the end-user the status of their ticket every step of the way, notify them of any changes or outages related to their issue. Provide the client with remote troubleshooting and remote/onsite hardware maintenance and support.
- Mastery. Use our ticketing system to work on, and resolve, helpdesk tickets & service requests while effectively documenting end-user interactions, steps taken, and results. Manage and record all work. Provide knowledgebase articles for technical team and users. Establish KPI's: FCR >=80%, Cust Sat >=90%, First response >80% and low repeat incidents. Master tier 1 level incidents and show ability to resolve tier 2 level incidents. Positive feedback on project participation. Follow the schedule provided by the Service Delivery Manager or Service Coordinator. Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks. Submit timesheets & expense reports as indicated on their SOPs.
- Ownership and Caring. Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. Escalate issues to the next tier with the next level of difficulty.
- Dedication. Support the successful delivery of IT projects both remotely and onsite as needed.
- Innovation. Adhere to all security protocols and actively monitor for potential vulnerabilities. Communicate risks promptly to the Service Delivery Manager and contribute to risk mitigation strategies. Seek continuous improvement opportunities and offer thoughtful, actionable suggestions for enhancing systems and processes.
- Loyalty. Act as local resource for Automation and Infrastructure problems.
Requirements, Education and Experience:- 0-5 Years experience working either on a Helpdesk or for a Managed Service Provider (MSP)/IT Support Business; preferred. Experience using a Ticketing system / RMM Tool software, providing support via remote tools and handling Technical Service Tickets a plus.
- Knowledge of diagnosing and resolving technical issues with computer systems and mobile devices onsite and remotely.
- Proficiency with Windows Desktop & Server environments, Apple Computers & Apple /Android mobile devices, a plus.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Understanding of operating systems, business applications, printing systems, and network systems including diagnosing technical issues related to end-user hardware/software and network devices.
- Experience working with the Microsoft 365 Platform preferred.
- Must have excellent interpersonal communication skills and the ability to communicate with both technical and non-technical personnel with a patient and customer-oriented attitude. Proficiency in English spoken and written.
- Must possess excellent organizational skills to keep Helpdesk tickets in order and updated.
- Flexibility to work variable shifts and overtime as needed. 9:30 AM-6 PM
- Mandatory After-Hours On-Call Rotation
- IT literate - Advanced user level. The ability to keep up with & adapt to the fast-paced IT world preferred.
- Professional certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM. Comp TIA A+, Network or Security a plus.
- Must have a valid driver's license and reliable transportation.
- Authorized to work in the U.S.
Other Duties:Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Travel:Position may require up to 15% travel by personal vehicle to offices throughout the state of New York, MA, CT, NH, VT and New England based on the needs of the business.
Must have your own, reliable transportation. Will reimburse mileage. Work Environment/Physical Demands:This job operates in an office and field environments. This role routinely uses standard office equipment such as computers, phones, photocopiers. This job will require going out in the field and various organizations to utilize and troubleshoot computer equipment. This would require the ability to sit at a desk, frequent walking, bending or standing as necessary. On site work requires PPE for safety provided by Peckham.
Values:At Peckham, you will experience our values wherever you work: corporate offices, plants, quarries, or paving operations. We share a common set of values - safety, integrity, dedication, and efficiency which are embedded in how we show up every day. Ours is a culture where we protect family and friends, our word is our bond, we are committed to serve and results matter. Our values are the foundation of our growth, and we believe will pave the way for future success.
EEO:Peckham is an Equal Employment Opportunity Employer. Peckham provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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