What are the responsibilities and job description for the IT Service Desk Tier III position at Patrick Industries Inc Corp?
IT Service Desk Tier III
Patrick Industries, a publicly traded company headquartered in Elkhart, Indiana, invites you to join a team of dedicated Team Members who are passionate about delivering high-quality products and exceptional customer service. As a leading solutions provider serving a diverse range of markets across the United States, our commitment to innovation, quality, and sustainability has positioned us as a high growth, diversified and empowered Team of more than 10,000! Your adventure awaits!
Patrick Industries is currently seeking an experienced, full-time IT Service Desk Tier III to join our growing team. The IT Service Desk Tier III provides Tier III support to internal customers via phone, email, and computer chat, using technical knowledge and company resources to diagnose and resolve basic computer, application, system, device, access, or performance issues.
Responsibilities and Duties:
The IT Service Desk Tier III will be responsible for supporting internal customers within Patrick Industries to resolve complex issues requiring detailed systems and applications knowledge.
- Acts as final escalation tier to the Service Desk before moving to another team.
- Provide on-site and remote support for software and hardware issues.
- May supervise or provide functional direction to other team members.
- Participates in and/or leads the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
- Participates in and/or leads research and development initiatives and aids in the implementation of new technologies.
- Operating system and application installation/configuration
- Complete documentation of technical issues and resolutions
- Perform setup and troubleshooting of end user equipment
- Installation of pre-configured networking hardware
- Oversees and performs the installation, configuration and maintenance of computers, networks, workstations and/or other related equipment and devices.
- Properly evaluate situations and immediately provide effective solutions
- Aids in the creation of PC Images.
- Support users in the use of computer equipment by providing necessary training/advice
- Manage Help Desk tickets in a timely manner
- Respond to customer issues via phone, email, and computer chat
- Run diagnostics to resolve customer-reported issues
- Escalate issues beyond the Service Desk tier based on the level of difficulty.
- Install, make changes, and repair computer hardware and software
- Follow-up with customers to ensure issues are resolved.
- Performs miscellaneous job-related duties as assigned.
Qualifications and Skills:
- 5 years of experience in IT preferred or a degree within Information Technology
- Experience Requirements - 5 years of experience working in a help desk environment.
- Ability to troubleshoot, repair and upgrade PC Software and Hardware
- Prior experience doing PC to PC migration and support for legacy computers - Windows XP, 7, 8
- Experience with Windows 10
- Experience with Microsoft 365 administration preferred
- Proficient with IOS, Windows, and Android devices
- Excellent written and oral communication skills
- Highly organized and detail oriented
- Ability to diagnose and resolve advanced technical problems on desktop / laptop / mobile devices
- Available to work overtime if needed
- Dependable transportation and valid driver's license and insurance
- Expert level knowledge of Microsoft productivity and collaboration technologies (Word, Excel, Outlook, Teams, SharePoint etc.)
- Align with Patrick Industries “BETTER Together” mentality by pursuing Balance, Excellence, Trust, Teamwork, Empowerment, and Respect within the organization
At Patrick Industries, BETTER Together is our commitment to being our best while striving to bring out the best in one another as we join forces Individually, as Teams, with our Business Units, with our Customers, our Communities and within our entire Patrick family.
Patrick is an Equal Opportunity Employer.
Location:
Elkhart, Indiana, US, 46516
Work Arrangement: on-site
Business Unit: Patrick Industries Inc Corp
