IT Help Desk Technician (On-Site)

<strong>Peckham Industries Inc. (PII) has been a family run business since 1924 and we believe our &ldquo;<a href="https://peckham.com/thepeckhamway/" target="_blank" rel="noopener noreferrer">family by choice</a>&rdquo; ethos delivers value as the trusted supplier of construction materials, products, and services in the communities we serve. Through our extensive network of hot mix asphalt and ready-mix concrete plants, quarries, and liquid asphalt terminals, PII delivers the highest quality materials and custom solutions to thousands of road construction and road maintenance customers.</strong>

Brewster, NY

Peckham Industries, Inc.

<h2><strong>Working Together to Solve Challenges as One Team</strong></h2> <h4><strong><span class="TextRun SCXW16784088 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW16784088 BCX0">For over 100 years, Peckham Industries has provided&nbsp;the North East with&nbsp;</span><span class="NormalTextRun SCXW16784088 BCX0">a wide range of construction products and services. Headquartered in Brewster, NY, Peckham&rsquo;s extensive network throughout New England includes </span><span class="NormalTextRun SCXW16784088 BCX0" data-ccp-charstyle="Strong">hot mix asphalt plants, stone quarries, bulk asphalt terminals, paving and construction services,</span></span><span class="TextRun SCXW16784088 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="none"> <span class="NormalTextRun SCXW16784088 BCX0" data-ccp-charstyle="Strong">recycled pavement solutions</span></span><span class="TextRun SCXW16784088 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW16784088 BCX0" data-ccp-charstyle="Strong">, </span><span class="NormalTextRun SCXW16784088 BCX0" data-ccp-charstyle="Strong">liquid calcium chloride and emulsion terminals,&nbsp;precast concrete parking structures, and more</span><span class="NormalTextRun SCXW16784088 BCX0">. Relying on the forefront of family values for a century, the fourth generation of the Peckham family has built an organization that promises a safe and sustainable future that will allow it to grow and serve for the next 100 years.</span></span></strong></h4> https://peckham.com/

keywords: position summary,customer service,technical,continuous improvement,management,compliance,experience,knowledge,skills,proficiency,certification,schedule,travel

Full Time

$55,000.00 - $60,000.00

Overview: 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.
Responsibilities: <ul> <li><strong>Committed&nbsp;to&nbsp;serve.</strong>&nbsp;Provide&nbsp;a&nbsp;friendly,&nbsp;quick,&nbsp;and&nbsp;helpful&nbsp;first&nbsp;point&nbsp;of&nbsp;contact&nbsp;for&nbsp;end&nbsp;users&nbsp;through&nbsp;our&nbsp;helpdesk&nbsp;via&nbsp;phone,&nbsp;email,&nbsp;and&nbsp;computer&nbsp;chat.&nbsp;Communicate&nbsp;to&nbsp;the&nbsp;end-user&nbsp;the&nbsp;status&nbsp;of&nbsp;their&nbsp;ticket&nbsp;every&nbsp;step&nbsp;of&nbsp;the&nbsp;way,&nbsp;notify&nbsp;them&nbsp;of&nbsp;any&nbsp;changes&nbsp;or&nbsp;outages&nbsp;related&nbsp;to&nbsp;their&nbsp;issue.&nbsp;Provide&nbsp;the&nbsp;client&nbsp;with&nbsp;remote&nbsp;troubleshooting&nbsp;and&nbsp;remote/onsite&nbsp;hardware&nbsp;maintenance&nbsp;and&nbsp;support.&nbsp;</li> <li><strong>Mastery.</strong>&nbsp;Use&nbsp;our&nbsp;ticketing&nbsp;system&nbsp;to&nbsp;work&nbsp;on,&nbsp;and&nbsp;resolve,&nbsp;helpdesk&nbsp;tickets&nbsp;&amp;&nbsp;service&nbsp;requests&nbsp;while&nbsp;effectively&nbsp;documenting&nbsp;end-user&nbsp;interactions,&nbsp;steps&nbsp;taken,&nbsp;and&nbsp;results.&nbsp;Manage&nbsp;and&nbsp;record&nbsp;all&nbsp;work.&nbsp;Provide&nbsp;knowledgebase&nbsp;articles&nbsp;for&nbsp;technical&nbsp;team&nbsp;and&nbsp;users.&nbsp;&nbsp;Establish&nbsp;KPI&rsquo;s:&nbsp;FCR&nbsp;&gt;=80%,&nbsp;Cust&nbsp;Sat&nbsp;&gt;=90%,&nbsp;First&nbsp;response&nbsp;&gt;80%&nbsp;and&nbsp;low&nbsp;repeat&nbsp;incidents.&nbsp;Master&nbsp;tier&nbsp;1&nbsp;level&nbsp;incidents&nbsp;and&nbsp;show&nbsp;ability&nbsp;to&nbsp;resolve&nbsp;tier&nbsp;2&nbsp;level&nbsp;incidents.&nbsp;&nbsp;Positive&nbsp;feedback&nbsp;on&nbsp;project&nbsp;participation.&nbsp;&nbsp;Follow&nbsp;the&nbsp;schedule&nbsp;provided&nbsp;by&nbsp;the&nbsp;Service&nbsp;Delivery&nbsp;Manager&nbsp;or&nbsp;Service&nbsp;Coordinator.&nbsp;Follow&nbsp;Standard&nbsp;Operating&nbsp;Procedures&nbsp;(SOPs)&nbsp;for&nbsp;daily/weekly&nbsp;recurring&nbsp;tasks.&nbsp;&nbsp;Submit&nbsp;timesheets&nbsp;&amp;&nbsp;expense&nbsp;reports&nbsp;as&nbsp;indicated&nbsp;on&nbsp;their&nbsp;SOPs.</li> <li><strong>Ownership&nbsp;and&nbsp;Caring.</strong>&nbsp;Maintain&nbsp;technical&nbsp;documentation&nbsp;and&nbsp;service&nbsp;catalog&nbsp;on&nbsp;installation&nbsp;of&nbsp;software,&nbsp;configuration&nbsp;of&nbsp;hardware&nbsp;and&nbsp;problem&nbsp;troubleshooting.&nbsp;Escalate&nbsp;issues&nbsp;to&nbsp;the&nbsp;next&nbsp;tier&nbsp;with&nbsp;the&nbsp;next&nbsp;level&nbsp;of&nbsp;difficulty.</li> <li><strong>Dedication.</strong>&nbsp;Support&nbsp;the&nbsp;successful&nbsp;delivery&nbsp;of&nbsp;IT&nbsp;projects&nbsp;both&nbsp;remotely&nbsp;and&nbsp;onsite&nbsp;as&nbsp;needed.</li> <li><strong>Innovation.&nbsp;</strong>Adhere&nbsp;to&nbsp;all&nbsp;security&nbsp;protocols&nbsp;and&nbsp;actively&nbsp;monitor&nbsp;for&nbsp;potential&nbsp;vulnerabilities.&nbsp;Communicate&nbsp;risks&nbsp;promptly&nbsp;to&nbsp;the&nbsp;Service&nbsp;Delivery&nbsp;Manager&nbsp;and&nbsp;contribute&nbsp;to&nbsp;risk&nbsp;mitigation&nbsp;strategies.&nbsp;Seek&nbsp;continuous&nbsp;improvement&nbsp;opportunities&nbsp;and&nbsp;offer&nbsp;thoughtful,&nbsp;actionable&nbsp;suggestions&nbsp;for&nbsp;enhancing&nbsp;systems&nbsp;and&nbsp;processes.</li> <li><strong>Loyalty.</strong>&nbsp;Act&nbsp;as&nbsp;local&nbsp;resource&nbsp;for&nbsp;Automation&nbsp;and&nbsp;Infrastructure&nbsp;problems.</li> </ul>
Requirements: <ul> <li>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.</li> <li>Knowledge of diagnosing and resolving technical issues with computer systems and mobile devices onsite and remotely.</li> <li>Proficiency with Windows Desktop &amp; Server environments, Apple Computers &amp; Apple /Android mobile devices, a plus.</li> <li>Understanding of support tools, techniques, and how technology is used to provide services.</li> <li>Understanding of operating systems, business applications, printing systems, and network systems including diagnosing technical issues related to end-user hardware/software and network devices.</li> <li>Experience working with the Microsoft 365 Platform preferred.</li> <li>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.</li> <li>Must possess excellent organizational skills to keep Helpdesk tickets in order and updated.</li> <li>Flexibility to work variable shifts and overtime as needed. 9:30 AM-6 PM</li> <li>Mandatory After-Hours On-Call Rotation</li> <li>IT literate &ndash; Advanced user level. The ability to keep up with &amp; adapt to the fast-paced IT world preferred.</li> <li>Professional certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM. Comp TIA A+, Network or Security a plus.</li> <li>Must have a valid driver&rsquo;s license and reliable transportation.</li> <li>Authorized to work in the U.S.</li> </ul> <br /> <p><strong>Other&nbsp;Duties:</strong></p> <p>Please&nbsp;note&nbsp;this&nbsp;job&nbsp;description&nbsp;is&nbsp;not&nbsp;designed&nbsp;to&nbsp;cover&nbsp;or&nbsp;contain&nbsp;a&nbsp;comprehensive&nbsp;listing&nbsp;of&nbsp;activities,&nbsp;duties&nbsp;or&nbsp;responsibilities&nbsp;that&nbsp;are&nbsp;required&nbsp;of&nbsp;the&nbsp;employee&nbsp;for&nbsp;this&nbsp;job.&nbsp;Duties,&nbsp;responsibilities,&nbsp;and&nbsp;activities&nbsp;may&nbsp;change&nbsp;at&nbsp;any&nbsp;time&nbsp;with&nbsp;or&nbsp;without&nbsp;notice.</p> <p>&nbsp;</p> <p><strong>Travel:</strong></p> <p>Position&nbsp;may&nbsp;require&nbsp;up&nbsp;to&nbsp;15%&nbsp;travel&nbsp;by&nbsp;personal&nbsp;vehicle&nbsp;to&nbsp;offices&nbsp;throughout&nbsp;the&nbsp;state&nbsp;of&nbsp;New&nbsp;York,&nbsp;MA,&nbsp;CT,&nbsp;NH,&nbsp;VT&nbsp;and&nbsp;New&nbsp;England&nbsp;based&nbsp;on&nbsp;the&nbsp;needs&nbsp;of&nbsp;the&nbsp;business.&nbsp;<strong><em>Must&nbsp;have&nbsp;your&nbsp;own,&nbsp;reliable&nbsp;transportation.&nbsp;Will&nbsp;reimburse&nbsp;mileage.</em></strong></p> <p>&nbsp;</p> <p><strong>Work&nbsp;Environment/Physical&nbsp;Demands:</strong></p> <p>This&nbsp;job&nbsp;operates&nbsp;in&nbsp;an&nbsp;office&nbsp;and&nbsp;field&nbsp;environments.&nbsp;This&nbsp;role&nbsp;routinely&nbsp;uses&nbsp;standard&nbsp;office&nbsp;equipment&nbsp;such&nbsp;as&nbsp;computers,&nbsp;phones,&nbsp;photocopiers.&nbsp;This&nbsp;job&nbsp;will&nbsp;require&nbsp;going&nbsp;out&nbsp;in&nbsp;the&nbsp;field&nbsp;and&nbsp;various&nbsp;organizations&nbsp;to&nbsp;utilize&nbsp;and&nbsp;troubleshoot&nbsp;computer&nbsp;equipment.&nbsp;This&nbsp;would&nbsp;require&nbsp;the&nbsp;ability&nbsp;to&nbsp;sit&nbsp;at&nbsp;a&nbsp;desk,&nbsp;frequent&nbsp;walking,&nbsp;bending&nbsp;or&nbsp;standing&nbsp;as&nbsp;necessary.&nbsp;On&nbsp;site&nbsp;work&nbsp;requires&nbsp;PPE&nbsp;for&nbsp;safety&nbsp;provided&nbsp;by&nbsp;Peckham.&nbsp;</p>