IT Desktop and Technical Support

About the role

The Technician II, Desktop and Technical Support serves as the initial point of contact for IT-related problems and assists users of company- or client-provided information technology resources. This position receives IT help requests, implements immediate action to resolve issues involving all company IT hardware and software platforms, and ensures timely disposition of each request. The role also tracks work orders passed to other IT team members and ensures customers receive timely feedback. Additionally, the Technician educates and coaches customers on software and hardware use, troubleshoots computer, peripheral, and network issues, and conducts needs assessments to identify technology gaps and optimize processes.

At PPC Partners, we value behaviors guided by: A Servant's Heart (focus on the needs of others), Wisdom (insightful), Integrity (honesty and trustworthy), Courage (decisive and confident in others), Humility (modest and respectful), and Passion (unfailing dedication).

Responsibilities

• Support & Training:
  • Provide timely, professional, and accurate support to all technology users
  • Troubleshoot new and ongoing problems, implementing long-term solutions to prevent recurrence
  • Train users on new or updated company-provided applications
  • Manage and track IT Help Request electronic board, ensuring resolution and user satisfaction
• Maintenance, Optimization, & Testing:
  • Assist with WAN/LAN installation, administration, and support
  • Optimize current systems usage by implementing new applications
  • Coordinate the purchase of necessary hardware, software, and replacement parts
  • Test and evaluate new software applications and provide recommendations for adoption or rejection
• Process Improvement & Collaboration:
  • Identify opportunities to leverage technology and continuously improve processes and procedures
  • Collaborate with IT team members to conduct continuous improvement initiatives aimed at increasing efficiency and service quality
• Safety/Hazard Recognition & Elimination:
  • Pre-plan and identify methods to eliminate hazards daily by work task
  • Execute skill in observing habits and hazards of others and bringing it to their attention
  • Uphold safety as the most important goal of our company, supporting the goal of achieving zero accidents
  • Promote and encourage open communication between field and office regarding all safety concerns, suggestions, improvements, and PPE needed
  • Obtain safety training as expected by all company personnel

Requirements

• Associate's Degree in Information Technology (or related field) OR 2-5 years of relevant experience
• Formal PC Hardware and Software training and/or certifications

Skills

• Positive safety attitude and personal integrity (non-negotiable)
• Ability to work effectively with customers and service their needs
• Demonstrated strong communication skills to deal effectively with people over the phone, email, or in person
• Ability to reason and think logically in problem-solving
• Professional appearance and positive attitude toward responsibilities and coworkers
• Ability to keep company information strictly confidential
• Ability to identify errors/problems, determine root causes, and effectively use established standards to resolve
• Ability to effectively manage a workload using time management and multi-tasking skills

Physical Requirements

Office environment, requiring sitting and standing and extended amounts of time using a computer/keyboard at a single workstation.