Peckham Service Desk Technician

Peckham, Inc.; Lansing (MI); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Generous PTO

Pet-friendly work sites

Free fruit

Fitness classes

Massages available for purchase

Flexible work arrangements

Modern facilities

Job summary

Peckham, Inc. seeks an IT Service Desk Technician to be the first point of contact for IT inquiries via ITSM, email, chat, and in-person visits. You will resolve tier 1 issues, triage requests, and escalate complex problems as needed, while documenting resolutions and maintaining SLAs.

You will work with a team to support user workstations and software applications, coaching colleagues and ensuring timely task completion in a dynamic environment.

Qualifications

• High school diploma or equivalent.
• At least 18 years old.
• IT recognized certification such as CompTIA A+, Security+, or Microsoft 70-685 (CompTIA Security+ desired).
• 6+ months experience in the IT field.
• Experience resolving PC hardware and software problems, especially Microsoft Office.
• Ability to multi-task in a fast-paced environment.
• Must have reliable transportation to job locations.
• US citizenship and ability to obtain federal background investigations and security clearances as required.

Responsibilities

• Serve as the initial point of contact for IT-related inquiries via ITSM platform, email, IMs, and walk-ins.
• Troubleshoot and resolve tier 1 IT issues and service requests.
• Triages and assigns priority to incoming requests.
• Provide tier 1 hardware and software support for users.
• Coach and mentor IT Service Desk Associates and provide feedback to supervisor.
• Monitor inventory levels and report low stock to supervisor.

Skills

IT support

Troubleshooting

Customer service

Multi-tasking

Education

CompTIA A+, Security+, or Microsoft 70-685

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 Technician

SUMMARY

The 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 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.

OTHER DUTIES AND RESPONSIBILITIES

• Creates and maintains technical and end user knowledgebase articles.
• Ship and receive IT equipment.
• Adhere and enforce to IT guidelines and procedures.
• As 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 environment.
• Promote Peckham’s vision values and services to all customers and stakeholders.
• Assist in maintaining organizational wide quality standards.
• Other related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position does not have direct supervisory responsibility.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent
• At least 18 years old
• Must have an IT recognized certification, such as CompTIA A+, Security+, or Microsoft 70-685. (CompTIA Security+ desired)
• 6+ months experience in the IT field
• Experience resolving PC hardware and software problems, specifically Microsoft Office applications, preferred.
• Enjoy working in a fast-paced environment; ability to effectively multi-task
• Must have reliable transportation to get to job locations
• Due 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 DEMANDS

Reasonable 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.

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

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.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal 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]

Call us at [phone]

Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

BUSINESS LINE

Peckham IT Location: Lansing, MI Worker Sub-Type: Staff Member

ABOUT PECKHAM

Peckham is a national award-winning social enterprise, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

MISSION

Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.

VISION

To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions. 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

Peckham participates in the E-Verify program.

REASONABLE ACCOMMODATION NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities.