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Help Desk Technician – 1st Shift

PCB Piezotronics is expanding their IT team due to steady growth. The ideal Help Desk candidate is a detail oriented problem solver, with strong knowledge of Microsoft Windows and various desktop management services.

Qualifications:

Education/Training:

High School Graduate or equivalent.  Four year technical degree preferred or equivalent experience.
Minimum of 2 years experience in performing Help Desk or related Desktop Management services in a corporate environment.
Must be familiar with:

  • Microsoft Windows installation and support in a Domain or Active Directory environment.
  • Fundamental Client Network configuration and troubleshooting using TCP/IP over Ethernet and Wireless Networking
  • Microsoft Office installation and troubleshooting
  • Printer installation, maintenance, and troubleshooting
  • Installation, management, and support of Malware removal tools (anti-virus, anti-spam)
  • Telephone support of corporate users
  • Ability to create, document, and train standards and procedures to customers and other Help Desk associates.
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. The employee must regularly lift and/or move up to 40 pounds and occasionally lift and/or move up to 50 pounds. While performing the duties of this job, the employee is regularly required to climb ladders, pull cable, crawl under desks and use power hand tools.
Other: Responsible for the day to day Desktop Management and support of all client computing systems and devices within the company including hardware, software, networks, etc.

Follow all PCB procedures and forms in compliance to ISO 9001.

Commit to and promote “Total Customer Satisfaction” for both internal and external customers.

Cooperate with others as a team member of the Information Technology Department.

Responsibilities:

Promotes teamwork, cooperation and commitment to “Total Customer Satisfaction” among team members.

Essential Duties:

Performs the following IT functions:

Help Desk Technician

  1. Answer Help Desk phone and email requests efficiently within the bounds of the Service Level Agreement with our customers.
  2. Responsible for maintaining comprehensive help desk coverage during business hours.
  3. Participate in and help coordinate 24x7 emergency on-call schedule to ensure after hours user support line coverage.
  4. Assist in maintenance of IT procedure and user training documentation. This includes maintaining the ISO procedures and keeping the web-based document repository up to date.
  5. Responsible for ensuring a high level of customer satisfaction including performing direct customer service activities, follow-up phone calls and surveys, and diffusing escalated customer issues.
  6. Continual technical skills development to stay current with desktop technologies and assist with other IT projects.

PC/Printers

  1. Responsible for troubleshooting, repairing, purchasing, setting up new and old PC’s, and re-deployment of existing PC inventory.
  2. Responsible for installing software programs such as Antivirus, Antispam, Office productivity, or other corporate applications. Aspects will involve utilizing MSI/MST files, script files, remote software distribution tools.
  3. Responsible for ensuring PC software license compliance.
  4. Responsible for maintaining accurate PC software and hardware inventory.
  5. Responsible for troubleshooting, repairing and replacing parts in printers.
  6. Responsible for coordinating office space moves.

Network/Phones

  1. Responsible for installing and testing cat5e/6 wiring, installing new hubs/switches, moving old hubs/switches.
  2. Perform Telephone and voicemail Moves, Adds, and Changes. (MACs)
  3. Perform first line troubleshooting of possible network and phone issues.

E-Mail

  1. Responsible for helping configure email clients including anti-spam, anti-virus applications.
  2. Responsible for aiding user base regarding support of email issues including training on functionality.

Computer/Software Purchasing

  1. Contacts vendors, with purchasing assistance, to collect price and availability information on required products.

User Support (Help Desk)

  1. Assists users with questions/concerns on hardware/software and operating systems.
  2. Shows new users how to login and use email and standard applications/services.
  3. Maintain a database of trouble tickets for progress tracking and history purposes.

Emergency Procedures

  1. Act as Communication and Coordination point for critical system outages.
  2. Ensures that appropriate emergency steps are followed during power failures.
  3. Responsible for helping to take appropriate measures when the network goes down to restore operations on a timely basis.

Performs other related duties as assigned

Promotes teamwork, cooperation and commitment to “Total Customer Satisfaction” among team members.

PCB Piezotronics, Inc. offers one of the most dynamic benefits packages in Western New York, including the opportunity to have 100% fully paid health insurance premiums, 401k, and more.

Interested candidates should submit a resume, a completed application:

PCB Piezotronics, Inc.
Attn: Sara Perry
3425 Walden Ave.
Depew, NY 14043 USA
Fax: 716-684-0987
E-mail: jobs@pcb.com
PCB Piezotronics, Inc. is an Equal Opportunity Employer/M/F/Vet/Disability