IT Help Desk Technician

Peckham Industries, Inc.; Village of Brewster (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

Peckham Industries, Inc. is seeking an IT Help Desk Technician to respond to user inquiries, diagnose hardware and software issues, and maintain documentation for support requests.

The role involves collaborating with IT professionals in a fast-paced environment to ensure a seamless user experience. The candidate will manage tickets, provide remote troubleshooting, and perform onsite hardware maintenance as required.

Qualifications

• Must have 0–5 years experience in Helpdesk or MSP/IT Support.
• Experience diagnosing and resolving hardware/software issues onsite and remotely.
• Proficient with Windows Desktop/Server and Apple devices.
• Familiar with Microsoft 365 platform.
• Able to document and track service tickets clearly.

Responsibilities

• Respond to user inquiries via phone, email, and chat.
• Diagnose and resolve hardware and software problems; document support requests.
• Work with ticketing system to manage tickets and service requests; provide KPI metrics.
• Escalate issues to next level when needed and maintain documentation.
• Support IT projects remotely and onsite as needed.
• Adhere to security protocols and suggest system/process improvements.

Skills

Customer service mindset

English proficiency

Strong communication

Organizational skills

Problem solving

Education

Microsoft MCP, MCSA or MCSE

ITIL/ITSM

CompTIA A+/Network+

Tools

Ticketing system

RMM tools

Microsoft 365

Windows / macOS environments

Job description

JobSummary:

TheITHelpDeskTechnicianwillrespondtouserinquiries,diagnose,andresolvehardwareandsoftwareproblems,andmaintaindocumentationofsupportrequests.Thispositionwilloftenworkinafast-pacedenvironment,collaboratingwithotherITprofessionalstoensureaseamlessandproductiveuserexperience.

EssentialFunctions:

1. Committedtoserve.Provideafriendly,quick,andhelpfulfirstpointofcontactforendusersthroughourhelpdeskviaphone,email,andcomputerchat.Communicatetotheend-userthestatusoftheirticketeverystepoftheway,notifythemofanychangesoroutagesrelatedtotheirissue.Providetheclientwithremotetroubleshootingandremote/onsitehardwaremaintenanceandsupport.
2. Mastery.Useourticketingsystemtoworkon,andresolve,helpdesktickets&servicerequestswhileeffectivelydocumentingend-userinteractions,stepstaken,andresults.Manageandrecordallwork.Provideknowledgebasearticlesfortechnicalteamandusers.EstablishKPI’s:FCR>=80%,CustSat>=90%,Firstresponse>80%andlowrepeatincidents.Mastertier1levelincidentsandshowabilitytoresolvetier2levelincidents.Positivefeedbackonprojectparticipation.FollowthescheduleprovidedbytheServiceDeliveryManagerorServiceCoordinator.FollowStandardOperatingProcedures(SOPs)fordaily/weeklyrecurringtasks.Submittimesheets&expensereportsasindicatedontheirSOPs.
3. OwnershipandCaring.Maintaintechnicaldocumentationandservicecatalogoninstallationofsoftware,configurationofhardwareandproblemtroubleshooting.Escalateissuestothenexttierwiththenextlevelofdifficulty.
4. Dedication.SupportthesuccessfuldeliveryofITprojectsbothremotelyandonsiteasneeded.
5. Innovation.Adheretoallsecurityprotocolsandactivelymonitorforpotentialvulnerabilities.CommunicateriskspromptlytotheServiceDeliveryManagerandcontributetoriskmitigationstrategies.Seekcontinuousimprovementopportunitiesandofferthoughtful,actionablesuggestionsforenhancingsystemsandprocesses.
6. Loyalty.ActaslocalresourceforAutomationandInfrastructureproblems.

Requirements,EducationandExperience:

1. 0-5YearsexperienceworkingeitheronaHelpdeskorforaManagedServiceProvider(MSP)/ITSupportBusiness;preferred.ExperienceusingaTicketingsystem/RMMToolsoftware,providingsupportviaremotetoolsandhandlingTechnicalServiceTicketsaplus.
2. Knowledgeofdiagnosingandresolvingtechnicalissueswithcomputersystemsandmobiledevicesonsiteandremotely.
3. ProficiencywithWindowsDesktop&Serverenvironments,AppleComputers&Apple/Androidmobiledevices,aplus.
4. Understandingofsupporttools,techniques,andhowtechnologyisusedtoprovideservices.
5. Understandingofoperatingsystems,businessapplications,printingsystems,andnetworksystemsincludingdiagnosingtechnicalissuesrelatedtoend-userhardware/softwareandnetworkdevices.
6. ExperienceworkingwiththeMicrosoft365Platformpreferred.
7. Musthaveexcellentinterpersonalcommunicationskillsandtheabilitytocommunicatewithbothtechnicalandnon-technicalpersonnelwithapatientandcustomer-orientedattitude.ProficiencyinEnglishspokenandwritten.
8. MustpossessexcellentorganizationalskillstokeepHelpdeskticketsinorderandupdated.
9. Flexibilitytoworkvariableshiftsandovertimeasneeded.9:30AM-6PM
10. MandatoryAfter-HoursOn-CallRotation
11. ITliterate–Advanceduserlevel.Theabilitytokeepupwith&adapttothefast-pacedITworldpreferred.
12. ProfessionalcertificationssuchasMicrosoftMCP,MCSAorMCSE,ITIL,ITSM.CompTIAA+,NetworkorSecurityaplus.
13. Musthaveavaliddriver’slicenseandreliabletransportation.
14. AuthorizedtoworkintheU.S.

OtherDuties:

Pleasenotethisjobdescriptionisnotdesignedtocoverorcontainacomprehensivelistingofactivities,dutiesorresponsibilitiesthatarerequiredoftheemployeeforthisjob.Duties,responsibilities,andactivitiesmaychangeatanytimewithorwithoutnotice.

Travel:

Positionmayrequireupto15%travelbypersonalvehicletoofficesthroughoutthestateofNewYork,MA,CT,NH,VTandNewEnglandbasedontheneedsofthebusiness.

Musthaveyourown,reliabletransportation.Willreimbursemileage.

WorkEnvironment/PhysicalDemands:

Thisjoboperatesinanofficeandfieldenvironments.Thisroleroutinelyusesstandardofficeequipmentsuchascomputers,phones,photocopiers.Thisjobwillrequiregoingoutinthefieldandvariousorganizationstoutilizeandtroubleshootcomputerequipment.Thiswouldrequiretheabilitytositatadesk,frequentwalking,bendingorstandingasnecessary.OnsiteworkrequiresPPEforsafetyprovidedbyPeckham.

Values:

AtPeckham,youwillexperienceourvalueswhereveryouwork:corporateoffices,plants,quarries,orpavingoperations.Weshareacommonsetofvalues-safety,integrity,dedication,andefficiencywhichareembeddedinhowweshowupeveryday.Oursisaculturewhereweprotectfamilyandfriends,ourwordisourbond,wearecommittedtoserveandresultsmatter.Ourvaluesarethefoundationofourgrowth,andwebelievewillpavethewayforfuturesuccess.

EEO:

PeckhamisanEqualEmploymentOpportunityEmployer.Peckhamprovidesequalemploymentopportunitiestoallemployeesandapplicantsforemploymentandprohibitsdiscriminationandharassmentofanytypewithoutregardtorace,color,religion,age,sex,nationalorigin,disabilitystatus,genetics,protectedveteranstatus,sexualorientation,genderidentityorexpression,oranyothercharacteristicprotectedbyfederal,stateorlocallaws.

Equal employment opportunity, including veterans and individuals with disabilities.