IT Desktop and Technical Support

United StatesNormalmid

Customer SuccessTechnical Support

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Quick Summary

Key Responsibilities

Provide timely, professional, and accurate support to all technology users Troubleshoot new and ongoing problems,

Technical Tools

Customer SuccessTechnical Support

The Technician II, Desktop and Technical Support serves as the initial point of contact for IT related problems and helps users of company -- or client provided information resources technology. The position receives IT Help Requests and implements immediate action to resolve problems involving all company IT hardware and software platforms and ensures timely disposition of each request. The position also tracks work orders passed along to other IT members for action and ensures customers receive timely feedback on the disposition of their request.

The Technician charged with educating and coaching customers on the use of software and hardware, troubleshoot and resolve computer, peripheral, and network issues, and conduct needs assessments to identify gaps in technology and implement methodologies to optimize processes.

Responsibilities

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Support & Training:

→Provide timely, professional, and accurate support to all technology users
→Troubleshoot new and ongoing problems, implementing long-term solutions to prevent recurrence
→Train users on new or updated company-provided applications
→Manage and track IT Help Request electronic board, ensuring resolution and user satisfaction

Maintenance, Optimization, & Testing:

→Assist with WAN/LAN installation, administration, and support
→Optimize current systems usage by implementing new applications
→Coordinate the purchase of necessary hardware, software, and replacement parts as needed
→Test and evaluate new software applications and provide recommendations for adoption or rejection

Process Improvement & Collaboration:

→Identify opportunities to leverage technology and continuously improve processes and procedures
→Collaborate with IT team members to conduct continuous improvement initiatives aimed at increasing efficiency and service quality

Safety/Hazard Recognition & Elimination:

→Pre-plan and identify the methods to eliminate hazards daily by work task.
→Execute skill in observing habits and hazards of others and bringing it to their attention.
→Uphold safety as the most important goal of our company. Support goal of achieving zero accidents.
→Promote and encourage open communication between field and office regarding all safety concerns, suggestions, improvements, and PPE needed.
→Obtain safety training as expected by all company personnel.

Requirements

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Associate's Degree in Information Technology (or related field) OR 2-5 years relevant experience required
Formal PC Hardware and Software training and/or certifications

Office environment, requiring sitting and standing and extended amounts of time using a computer/keyboard at a single workstation.

PPC Partners is an Equal Opportunity Employer.

Positive safety attitude and personal integrity -- both are non-negotiable
Ability to work effectively with customers and service their needs
Demonstrated strong communication skills to deal effectively with people over the phone, email, or in person
Ability to reason and think logically in problem solving
Professional appearance and positive attitude towards responsibilities and coworkers
Ability to keep company information strictly confidential
Ability to identify errors/problems, determine root causes, and effectively use established standards to resolve
Ability to effectively manage a workload using time management and multi-tasking skills