What are the responsibilities and job description for the Desktop Support Analyst-Shared position at PTC ALLIANCE LLC?
Job Details
Desktop Support Technician II
PTC is a leading manufacturer and marketer of welded and cold drawn mechanical steel tubing and tubular shapes, plated bar and tubing, and fabricated parts and precision components.
We at PTC value our employees’ health and wellness. We offer the following:
- FREE Healthcare
- HSA option
- Dental
- Vision
- Life Insurance
- Dependent & Spouse Life Insurance
- Long Term Disability
- Cancer & Critical accident coverage
- 401K plan with company match
- Referral Bonus
- Annual college scholarship available for children & grandchildren of PTC Alliance employees
- Tuition Reimbursement eligibility
Company Description:
The PTC Infrastructure group is responsible for providing secure and reliable computing services to the organization, as well as maintain, adapt, and implement new technologies to enable the business to progress and compete in the modern steel industry.
PTC (PTC) is a growing, fast-paced, mechanically advanced organization that provides value added solutions to world-wide users of mechanical tubing. This is not “an old steel pipe” business. PTC is a fact-based, solutions oriented company that is growing each day. PTC is a manufacturer of welded steel & alloy tubing and chrome-plated bar. PTC has plants in PA, OH, IN, IL, MN, and MO; and its products are used globally, in products made by its customers such as Caterpillar, John Deere, Jeep, and Honda.
Job Summary:
Desktop Support Technician II - installs, troubleshoots, and repairs computer systems, network connectivity, hardware, and computer peripherals. Activities include resolving internal user problems and ensuring correct operation of personal computers. Support activity is managed and tracked in the helpdesk system. May perform system setups and technology orientation for new hires. Reports to IT Infrastructure Manager works under moderate supervision.
Essential Duties and Responsibilities:
- Respond to calls, tickets, email, and direct requests for technical assistance, both on-site and remote.
- Document, track, and monitor issues to ensure timely resolution (using helpdesk software).
- Supports and assists colleagues; commits to and is accountable for overall group success.
- Learns and practices new technologies to be able to provide support.
- Has knowledge of common concepts, practices, and procedures within a particular field.
- Assists with implementation of new technologies and necessary upgrades.
- Ensures computer equipment, hardware, and software are updated to meet organizational needs.
- Participates in rotating on-call support (usually light)
- Management of Microsoft 365 users, groups, email
- Performs additional duties as required.
The incumbent is expected to understand that all employees have a shared responsibility for the quality of products and related services provided to our customers. Duties and responsibilities are to be carried out in accordance with the PTC Quality Management System and its policies, procedures, and work instructions as applicable to the job or function being performed.
Minimum Education and/or Experience Requirements:
- Requires 1-3 years of related experience.
- Bachelor’s degree or certificate preferred. (Not required)
- Understanding of Microsoft OS support
- Understanding of basic networking terms and technologies
- Experience with VOIP systems a plus
Number of Direct Reports: None
Job Titles of Direct Reports: None
Skills and Abilities:
- Communication Skills: Ability to communicate and work well with people, both internally and externally is essential. Must possess the ability to solve problems independently when necessary.
- Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Mathematical Skills: Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio, and percentages.
- Computer Skills: Must be computer literate and possess a good working knowledge of Microsoft Windows, MS Office products, . Must be able to learn and use various company software.
- Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Writing Skills: Must be able to create reports and document processes and procedures in clear language for use by other employees, including the end users.
Certificates, Licenses, and Registrations:
Must possess a valid driver’s license for business travel.
Technical certifications a plus
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. Normal office conditions. Occasionally enters manufacturing area of plant where noise level is loud, and eye and ear protection must be worn.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand, walk, use fingers to type on computer keyboard; hands to feel objects, tools, or controls; reach with hands and arms; climb stairs, and stoop, kneel or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Ability to lift objects up to 50 lbs in weight
Qualifications
