What are the responsibilities and job description for the IT Service Desk Support Technician position at PPC Partners Inc.?
We are seeking a full-time IT Service Desktop Support Technician with passion and drive to provide great service and support and have fun! In this role you will provide tier 1 and tier 2 Service desk and desktop support services, remote and in person. The position will assist with software, hardware, and application support, setting up new users, installing, diagnosing, repairing, maintaining, and upgrading hardware and software.
- Provide Excellent Customer Service
- Provide telephone and customer service, both in person and remote. Maintain tickets and create applicable reports in KACE Service Desk system
- Respond and complete user requests in a timely manner in accordance with published SLA’s.
- Creates and maintain procedural documentation and KB articles as needed.
- Support all hardware including smartphones, desktops, laptops, tablets, printers, and other technologies provided to corporate and remote field users.
- Work to acquire and maintain certification of current and new hardware.
- Install, support, and maintain all desktop applications within the PPC application inventory
- Maintain up to date list of computer applications, patches, updates, and version control.
- Must have a desire to work in a team-based environment and contribute immediately.
- 2-year degree in IT or associated field preferred
- A minimum of 5-years of IT support experience; or a related combination of education and or experience.
- Minimum 3 years of experience maintaining computer hardware and software.
- Experience with Service Desk software, preferably KACE
- Prefer strong experience providing end user IT support in a large multi-company environment of 3,000 users.
- Microsoft, Apple, ITIL, or Customer Service certifications a plus.
- Operating systems (i.e., Windows 10, 11) Mobile phone technology and MDM, common IT applications and utilities.
- Strong Knowledge of Microsoft Active Directory, O365 suite with focus on Teams, OneDrive, SharePoint, and Azure.
