Help Desk/L1 Technician

The Level I Technician/Help Desk is a key member of the PCG Service/Support Team. Reporting to the Service Manager, you are responsible for handling first level support of service requests in a professional and timely manner. This position applies to a broad range of technology including PCs, Notebooks, Mobile Devices, Servers, Printers, Networks and vendor-specific hardware and software with a focus on Microsoft.

Basic Functions and Responsibilities:

  • IT support for technical issues involving Microsoft’s core business applications, operating systems, networking and cloud-related solutions
  • PC and Notebook builds and upgrades
  • Technical support for wireless network connectivity, routers and firewalls
  • Basic remote access solution implementation and support for VPNs and terminal services
  • Technical support for wireless network connectivity, routers and firewalls
  • Respond promptly and accordingly to service tickets, system alerts and notifications
  • Customer service, Documentation, Enter time and notes accurately
  • Dispatch backup
  • Escalate service requests that require engineer-level support

Required Knowledge, Skills and Abilities:

  • Advanced understanding of operating systems, business applications, printing systems and network systems
  • Interpersonal skills such as communication, active listening and customer care
  • Experience diagnosing technical issues
  • Technical awareness to appropriately direct resources to solve technical issues
  • Experience with various mobile devices including iOS and Android
  • Understanding of PCG’s support tools, techniques and how technology is used to provide services to our clients
  • Self-motivated with the ability to work in a fast-moving environment
  • Strong customer service skills to keep clients notified, educated and informed
  • Ability to work independently and interact with a team

Credentials and Experience:

  • Degree in Computer Science or related technical experience
  • 1-2 years of hands-on IT and help desk experience
  • Relevant certifications a plus

Must be authorized to work in the US
Valid driver’s license
Criminal background check necessary for employment

Benefits:

  • Competitive salary based on experience and qualifications
  • Health, Vision, Dental, IRA
  • Full on-the-job training and support
  • Fun working environment and culture
  • Great opportunities for advancement

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

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