IT Help Desk Technician (req #: 1198)

IT Help Desk Technician

Peckham Industries Location: Athens, NY Pay Range: $27.00 - $30.00 Salary Interval: Full Time Description: Application Instructions About Us: Peckham Industries Inc. (PII) has been a family-run business since 1924 and we believe our family by choice ethos delivers value as the trusted supplier of construction materials, products, and services in the communities we serve. Through our extensive network of hot mix asphalt and ready-mix concrete plants, quarries, and liquid asphalt terminals, PII delivers the highest quality materials and custom solutions to thousands of road construction and road maintenance customers. In addition, the company's construction operations include paving and road reclamation services, as well as precast/prestressed concrete production and erection of multi-level parking structures, specialty buildings, and bridge components. Become part of our mission by realizing your purpose, serving our community interests, and delivering growth for our customers. Peckham Industries educates, innovates, and applies technology in a way that is safe, sustainable, inclusive, and profitable. Position Description Job Summary: As an IT Help Desk Technician, you will play a crucial role in ensuring the efficient operation of Peckham's IT systems by assisting end-users with technical issues, troubleshooting problems, and providing timely solutions. This role involves responding to user inquiries, diagnosing, and resolving hardware and software problems, and maintaining documentation of support requests. As a Help Desk Technician, you will often work in a fast-paced environment, collaborating with other IT professionals to ensure seamless and productive user experience. This role is also part Field Technician and you will be required to go to site and fix computer issues that are not resolvable remotely. We are looking for someone in our Athens, NY area who is ready, willing, and able to support our users in NY /CT/MA State areas (Athens, Catskill. Rensselaer, Hudson Falls, Chestertown, Pleasant Valley & others if needed). You will be based in our Athens, NY location. You may be able to work from home on some days once trained and will be required to travel to sites which could be up to 2 hours away 40% of the time once you are fully trained. Essential Functions: Committed to serve. Provide a friendly, quick, and helpful first point of contact for end users through our helpdesk via phone, email, and computer chat. Communicate to the end-user the status of their ticket every step of the way, notify them of any changes or outages related to their issue. Provide the client with remote troubleshooting and remote/onsite hardware maintenance and support. Mastery. Use our ticketing system to work on and resolve helpdesk tickets & service requests while effectively documenting end-user interactions, steps taken, and results. Manage and record all work through our ticketing system, making sure that documentation is well-maintained and follow up with customers to ensure issues are resolved. Master tier 1 level incidents and show ability to resolve tier 2 level incidents. Measurement. Establish Key Performance Indicators and maintain First Call Resolution >90%, Customer Satisfaction >90%, Mean time to respond >85%, and minimizing repeat incidents. Results matter. Follow the schedule provided by the Senior Service Delivery Manager. Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks. Submit timesheets & expense reports as indicated on their SOPs. Ownership and Caring. Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. Escalate issues to the next tier with the next level of difficulty. Dedication. Assist with delivering projects on-site or remotely when needed. Provide knowledgeba