IT Help Desk Technician - Athens, NY - Peckham Industries, Inc.

Description

Job Summary
As an IT Help Desk Technician, you will play a crucial role in ensuring the efficient operation of Peckham's IT systems by assisting end-users with technical issues, troubleshooting problems, and providing timely solutions. This role involves responding to user inquiries, diagnosing, and resolving hardware and software problems, and maintaining documentation of support requests. As a Help Desk Technician, you will often work in a fast-paced environment, collaborating with other IT professionals to ensure seamless and productive user experience. This role is also part Field Technician and you will be required to go to site and fix computer issues that are not resolvable remotely.

We are looking for someone in our Athens, NY area who is ready, willing, and able to support our users in NY /CT/MA State areas (Athens, Catskill. Rensselaer, Hudson Falls, Chestertown, Pleasant Valley & others if needed). You will be based in our Athens, NY location. You may be able to work from home on some days once trained and will be required to travel to sites which could be up to 2 ½ hours away 40% of the time once you are fully trained.

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 through our ticketing system, making sure that documentation is well-maintained and follow up with customers to ensure issues are resolved. Master tier 1 level incidents and show ability to resolve tier 2 level incidents.
• Measurement. Establish Key Performance Indicators and maintain First Call Resolution >90%, Customer Satisfaction >90%, Mean time to respond >85%, and minimizing repeat incidents.
• Results matter. Follow the schedule provided by the Senior Service Delivery Manager. 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. Assist with delivering projects on-site or remotely when needed. Provide knowledgebase articles for technical team and users.
• Innovation. Follow all our security procedures and keep a vigilant eye on security issues by identifying, communicating, and mitigating potential risks to the Service Delivery Manager. Identify opportunities for improvement and make constructive suggestions for change.
• 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. Must possess excellent organizational skills to keep Help desk tickets in order and updated.
• In-depth 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. Advanced 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, a must.
• Must have flexibility to work variable shifts and overtime as needed.
• 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 +, Helpdesk Habits etc. a plus.
• Must have a valid driver's license and own reliable transportation.
• Must be 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 40% travel by personal vehicle to offices throughout the state of New York, 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 a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers. This is mostly sedentary, outside of travel, in an office space. The abilities to sit at a desk, frequent walking, bending, or standing, as necessary, are required.

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.