IT Desktop and Technical Support

Pieper Electric, Inc.; Town of East Troy (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

PPC Partners is seeking a Technician II, Desktop and Technical Support to be the first point of contact for IT issues and to resolve problems across hardware and software platforms. You will educate users, troubleshoot network issues, and coordinate with IT team on improvements while maintaining a focus on safety and confidentiality in a fast-paced environment.

Responsibilities include managing the IT Help Request board, assisting with WAN/LAN installations, evaluating new software, and ensuring

Qualifications

• Associate degree or 2–5 years relevant IT experience.
• Formal hardware/software training or certifications.
• Strong communication with customers via phone, email, or in person.
• Commitment to safety and confidentiality.

Responsibilities

• Provide timely, professional IT support to all users.
• Troubleshoot problems and implement long-term solutions.
• Train users on new or updated company-provided applications.
• Manage and track IT Help Request board.
• Assist with WAN/LAN installation & system optimization.
• Coordinate hardware/software purchases as needed.
• Collaborate on process improvements with IT team.

Skills

Customer service

Communication

Problem solving

Time management

Multitasking

Education

Associate's degree in IT

PC hardware & software training

Tools

WAN/LAN administration

Job description

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.

At PPC Partners we believe in the Power to Serve along with the Pursuit of Excellence. As such the following values guide our behaviors: A Servant's Heart -- Focus on the Needs of Others, Wisdom -- Insightful, Integrity -- Honesty and Trustworthy, Courage -- Decisive and Confident in Others, Humility -- Modest and Respectful, Passion -- Unfailing Dedication

Essential Duties And Responsibilities

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.

Qualifications And Requirements

• 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

Experience, Skill And Abilities

• 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

Physical Requirements

• 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.