Information Technology Support Technician

PCNA

Miami (FL)

On-site

USD 40,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Full healthcare and benefits

401k Matching

Generous Paid Time Off

PCNA Cares Share Fund

Job summary

An established industry player is seeking an Information Technology Support Technician to provide exceptional technical support to its diverse workforce. This role involves assisting with both in-person and remote inquiries, ensuring a seamless customer service experience. The ideal candidate will possess strong problem-solving skills, technical aptitude, and the ability to communicate effectively with both technical and non-technical personnel. Join a company that values its employees' health and wellness, offering comprehensive benefits and a supportive work environment. This is an exciting opportunity to grow your career in a dynamic IT setting.

Qualifications

1 year in a service desk or direct technical support role required.
Bilingual - English and Spanish fluency is essential.

Responsibilities

Provide hardware and software support for local and remote staff.
Triages incoming tickets and maintains superior customer service.
Assist with installation and configuration of workstations and printers.

Skills

Microsoft Office

Adobe Products

Windows Operating Systems

Apple Operating Systems

Customer Service

Problem-Solving

Communication

Time Management

Technical Support

Education

Associate's Degree

Technical Training

Tools

Active Directory

Job description

Join to apply for the Information Technology Support Technician role at PCNA.

Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. Our employees are spread across six locations.

What we offer you

Full healthcare and benefits! The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more!
401k Matching
Generous Paid Time Off and Holidays
PCNA Cares Share Fund – donating to teammates in times of need

The Position

The support technician is responsible for providing both in-person and remote technical assistance for company personnel and assigned hardware and software. The ideal candidate will possess a solid technical aptitude along with strong communication and problem-solving capabilities. This role acts as the first point of contact for IT services by processing incoming inquiries, creating tickets, and processing escalations while maintaining a positive customer service experience. They will also assist with the installation, configuration and repair of workstations, printers, and other hardware.

Key Responsibilities

Provides hardware and software support for both local and remote staff while exercising superior customer service.
Triages incoming tickets and employs clear and concise written communication in a fast-paced and dynamic environment.
Support the production floor and the connection of associated equipment including desktops, tablets, barcode scanners, and thermal label printers.
Uses critical thinking, documentation, and knowledge from past experiences to investigate problems and engage additional support teams.
Confidently communicates technical information to both technical and non-technical personnel.
Exercises best practices when documenting work and customer communications in all service tickets and processes escalations to management as needed.
Completes hardware installations and equipment moves by supporting business changes and growth.
Contributes to IT knowledgebase and develops other documentation as assigned.
Adheres to and executes all policies, processes, and procedures.
Responsible for proper management of equipment and technology, including installation, configuration, and inventory tracking.
Exercises sound judgment in decision making, resolving problems, and determining appropriate action in both technical and non-technical situations.
Relies on experience and conviction to set and accomplish goals, as well as perform a variety of complex tasks working both independently and with a team.
Understands and drives positive relationships between IT and staff.
Required to lift monitors, desktops, printers, and incoming boxes of computers and assorted technology.
Performs other duties as assigned.

Skills and Knowledge

Knowledge of Microsoft Office, Adobe Products, current Windows and Apple operating systems, and associated hardware.
High-level of comfort in providing both in-person and remote support.
Possesses an overall awareness of security principles, disciplines, and best practices.
Excellent accountability, follow-up, and time management skills.
Strong organization, prioritization, self-motivation, research, and problem resolution skills.
Ability to work independently on strategic initiatives as assigned.
Excellent verbal and written communication aptitude and the ability to multi-task in daily situations.
High level of emotional intelligence with a natural aptitude for building relationships and delivering high quality customer service.
Adapts to change well and has a strong self-awareness and capacity to manage stress in a constantly changing environment.
Able to work with teammates in a multi-location environment.
Ability to prioritize work based on department and production objectives.

Minimum Qualifications

Associate's degree and/or technical training or equivalent experience.
Bilingual - English and Spanish Fluency
1 year in a service desk and/or direct technical support role.
Hardware and software troubleshooting knowledge.
Familiarity with Microsoft Office and Adobe product support.
Experience imaging and repairing computers.

Preferred Qualifications

Experience transferring user profiles.
Basic networking, telecom, and security knowledge.
Familiarity with the use of Active Directory for password resets.

Together We Inspire Pride

We want our team members to be proud of the essential work they do, our commitment to sustainability, and the overall customer experience. We are a culture that will invest heavily in our people, our company, and in state-of-the-art technology to be at the forefront of innovation.

PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.

Seniority level