Peckham Service Desk Technician

Peckham; Lansing (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Peckham Inc. is seeking a Service Desk Technician in Lansing, MI to act as the first point of contact for IT inquiries. You will resolve Tier 1 issues, guide desk staff, and ensure timely completion of service requests in accordance with SLAs.

Responsibilities include hardware/software support, knowledgebase maintenance, inventory tracking, and collaboration with the IT team to uphold procedures and security guidelines. Requires relevant IT certifications and 6+ months experience.

Qualifications

• High school diploma or equivalent.
• IT recognized certification (CompTIA A+/Security+ or Microsoft 70-685).
• 6+ months experience in the IT field.
• Experience resolving PC hardware and software problems, specifically Microsoft Office applications.

Responsibilities

• Monitor and acknowledge customer inquiries via ITSM platform, emails, IMs, and walk-ins, within established service level agreements.
• Troubleshoot and resolve customer inquiries within established service level agreements.
• Process incoming requests by triaging and assigning priority based on available resources.
• Categorize incidents and service requests properly.
• Provide tier 1 hardware and software support for customers.
• Coach and mentor IT Service Desk Associates and provide feedback to supervisor.
• Monitor inventory levels of equipment and report low stock levels to supervisor.
• Maintains good organization and follows each user service issue through to completion.
• Creates and maintains technical and end user knowledgebase articles.
• Ship and receive IT equipment.
• Adhere and enforce IT guidelines and procedures.

Skills

IT certification

PC hardware

Microsoft Office

Multi-tasking

Education

High school diploma

Job description

*Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.**To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*Peckham Inc. - Peckham Service Desk TechnicianSUMMARYThe IT Service Desk Technician serves as the initial point of contact for all IT-related inquiries received via the ITSM platform, email, instant messaging, and in-person visits. The Technician's primary responsibility is to resolve tier 1 issues and service requests efficiently while escalating complex tier 2 and tier 3 problems as necessary, all adhering to established service level agreements. Key duties include guiding IT Service Desk Associates, providing frontline support for user workstations and software applications, and facilitating effective communication with clients and IT teams. Comprehensive documentation of inquiries and resolutions is essential, as is strict adherence to procedures and protocols. The Technician works in close partnership with the Associate Manager of IT Service Desk and a dynamic team of Associates, ensuring procedural compliance and timely task completion. Regular feedback is provided on Associates’ progress, fostering ongoing growth and enhancement of the team's service capabilities.MAIN DUTIES AND RESPONSIBILITIESMonitor and acknowledge customer inquiries via ITSM platform, emails, IMs, and walk-ins, within established service level agreements.Troubleshoot and resolve customer inquiries within established service level agreements.Process incoming requests by triaging and assigning priority based on available resources.Categorize incidents and service requests properly.Provide tier 1 hardware and software support for customers.Coach and mentor IT Service Desk Associates and provide feedback to supervisor.Monitor inventory levels of equipment and report low stock levels to supervisor.Maintains good organization and follows each user service issue through to completionOTHER DUTIES AND RESPONSIBILITIESCreates and maintains technical and end user knowledgebase articles.Ship and receive IT equipment.Adhere and enforce to IT guidelines and proceduresAs required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances as a condition of employment. This requirement will be determined based on the specific needs of contract.Comply with all policies and standards.Maintain safe and clean work environmentPromote Peckham’s vision values and services to all customers and stakeholdersAssist in maintaining organizational wide quality standardsOther related duties as assignedSUPERVISORY RESPONSIBILITIESThis position does not have direct supervisory responsibilityMINIMUM QUALIFICATIONSHigh school diploma or equivalentAt least 18 years oldMust have an IT recognized certification, such as CompTIA A+, Security+, or Microsoft 70-685. (CompTIA Security+ desired)6+ months experience in the IT fieldExperience resolving PC hardware and software problems, specifically Microsoft Office applications, preferred.Enjoy working in a fast-paced environment; ability to effectively multi-taskMust have reliable transportation to get to job locationsDue to specific federal contract requirements applicable to this position, candidates must be U.S. citizens and must be able to obtain and maintain all required federal background investigations, determinations, and/or security clearances as a condition of employment.PHYSICAL AND MENTAL DEMANDSReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.PHYSICAL DEMANDSThe physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.PECKHAM 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:Peckham ITLocation:Lansing, MIWorker Sub-Type:Staff Member