Peckham Service Desk Associate

Peckham; Lansing (MI); On-site; USD 38,000 - 52,000; Full time

Job summary

Peckham in Lansing, MI is seeking a Service Desk Associate to receive, troubleshoot, and resolve customer inquiries in line with service level guidelines. You will monitor ticket queues, communicate clearly with customers and IT staff, and assist with imaging and deploying workstations to end users.

The role requires a proactive, detail-oriented approach, strong communication skills, and the ability to work both independently and with teammates.

Qualifications

• At least 18 years old.
• Access to reliable transportation.
• Ability to work independently and in teams.

Responsibilities

• Receive, troubleshoot, and resolve customer inquiries within service levels.
• Monitor ticket queues and inboxes; prioritize by impact and urgency.
• Image workstations and deploy systems; maintain knowledge base documentation.

Skills

Interpersonal skills

Customer service

Clear communication

Education

High School Diploma or GED

Tools

Microsoft Teams

Microsoft SharePoint

Remote desktop tools

Job description

All are encouraged to apply! Join Peckham - WORK. GROW. ADVANCE.Peckham is a vocational rehabilitation social enterprise. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the ‘eligibility for services questionnaire’ to help us determine the best fit and necessary accommodations for your employment needs.If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.Peckham Inc. - Peckham Service Desk AssociateSUMMARYThe Peckham Service Desk Associate is responsible for receiving, troubleshooting, and resolving customer inquiries in accordance with established service level guidelines. This role monitors ticket queues and inboxes to prioritize incoming requests and incidents based on impact and urgency. The ideal candidate communicates clearly and professionally — both verbally and in writing — with Peckham staff and team members. Additional responsibilities include imaging and deploying workstations, creating and maintaining knowledge base documentation, and following established processes to deliver consistent, high-quality support. This position requires a proactive, detail-oriented individual who takes pride in maintaining an organized work environment and is adaptable to a variety of tasks as needed.DUTIES AND RESPONSIBILITIESReceive, troubleshoot, and resolve customer inquiries within established service level guidelinesMonitor ticket queues and inbox for incoming requests and incidentsClear and concise communication both in writing and verbally, with customers and other IT staffPrioritize incoming requests and incidents by looking at impact and urgencyCreate and maintain knowledge base articles and documentationFollow established processes and procedures to support customersImage workstations and deploy systems to end usersMaintain a safe and clean work environmentOther related duties as assignedMINIMUM QUALIFICATIONSAt least 18 years oldHigh School Diploma or GEDAccess to reliable transportationAbility to work both independently and collaborativelyStrong interpersonal skills to work with customersPREFERRED QUALIFICATIONSCompTIA A+ or CompTIA Security+ certificationExperience with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control toolsPHYSICAL DEMANDSThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the functions of this job, the employee will be required to:Constant repetitive motions from typingStand, walk, sit, speak, and hear frequentlyLift, carry, push, pull, stoop, kneel, crouch, crawl, reach, handle occasionallyGood eye/hand/foot coordinationWORK ENVIRONMENTTeam members will spend the majority of their shift in a cubicle setting, performing repetitive tasks in a moderate noise environment. This role requires the ability to work both independently and collaboratively. Employees should expect constant exposure to artificial lighting, screen time, and digital and office equipment, with occasional noise fluctuations, temperature changes, limited natural lighting, and mobility throughout the building.The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.OTHER INFORMATIONThis job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law.EOE-Embracing Diversity to Achieve ExcellenceSPECIAL NOTESThese jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.govPECKHAM IS AN EQUAL OPPORTUNITY EMPLOYEREEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.REASONABLE ACCOMMODATION FOR APPLYING NOTICEFederal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:Email us at [e-mail] us at [phone]Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.Business Line:Location:Lansing, MIWorker Sub-Type:Team Member