IT Support Technician

Provide help desk and remote technical support to employees and on-site support for the Las Vegas facility by troubleshooting technology issues, escalating complex problems, and assisting with IT projects and infrastructure support

RESPONSIBILITIES/DUTIES

*Provide first-line help desk and technical support for Microsoft 365 applications, desktops, network connectivity, internet applications, telephone systems, and related technology

*Document, track, and manage incidents and service requests in the IT ticketing system through resolution or escalation

*Provide on-site IT support for the Las Vegas facility, working with facility personnel and IT teams to resolve issues, fulfill service requests, deploy equipment, and communicate service impacts

*Troubleshoot and resolve PC, network, and basic Windows Server issues, promptly escalating complex or critical issues to the appropriate support team or management

*Configure, test, deploy, maintain, and upgrade computers, operating systems, applications, peripherals, and related hardware and software

*Troubleshoot and repair PCs, printers, handheld scanners, and other end-user equipment, replacing components or coordinating service as needed

*Monitor production, system, and network alerts, coordinate support resources, and communicate issues that affect business operations

*Assist system and network administrators with server, network, infrastructure, and related technology projects

*Support IT projects and collaborate with users, project teams, and departments to meet business and service requirements

*Provide after-hours support for production or business-critical issues as required

*Maintain current technical knowledge through training and other professional development opportunities

*Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management

*Complete the Annual CTPAT Security Training

*Focus on continuous improvement, and consistently demonstrate good business judgment

*Work effectively with all Pride departments to exceed internal and external expectations

*Pride retains the discretion to modify duties and/or assign other duties as necessary

*Must be a friendly team player, professional, detail-oriented, and honest

Must have the ability to:

*Multi-task, problem-solve, and prioritize in a fast-paced working environment

*Identify potential cybersecurity incidents and promptly follow established security reporting and escalation procedures

*Prioritize incidents and service requests based on urgency and business impact

*Diagnose and resolve issues with PCs, laptops, and related hardware and peripherals, including repairs, configuration, and upgrades

*Explain technical information clearly to technical and nontechnical users

*Use scripting and automation tools, such as PowerShell, to streamline routine technical support and administrative tasks

*Learn and adapt to new technologies to address business needs

*Exercise discretion and sound judgment when making business decisions

*Work independently with minimal supervision, using initiative and creativity within established guidelines

Must have:

*Relentless drive to achieve advancement and continuous improvement

*Strong analytical skills

*Intermediate working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint

*Intermediate working knowledge of Windows operating systems, Microsoft 365 applications, and common end-user technologies

*Intermediate working knowledge of computer hardware, BIOS, firmware, and peripherals

*Strong web navigation and online research skills

*Strong customer service, verbal, and written communication skills

REQUIRED EXPERIENCE

*At least 2 years of experience providing IT help desk, desktop support, or similar technical support in a business environment

PREFERRED EXPERIENCE

*At least 1 year of experience providing on-site IT support in a manufacturing, warehouse, or distribution environment preferred

*At least 1 year of experience using an IT ticketing system to track, prioritize, and resolve support requests preferred

*At least 1 year of experience supporting user accounts, access permissions, Microsoft Office, and basic Windows Server functions preferred

REQUIRED EDUCATION

*Associate Degree in Information Technology, Business or a related field, OR High School Diploma or GED with at least 6 years of the required experience

PREFERRED EDUCATION

*Bachelor’s degree in Information Technology, Business or a related field preferred, *Must be legally authorized to work in the United States without sponsorship now, or in the future

Starting Salary: $51,680 Schedule: 6:30 AM to 3:00 PM DESCRIPTION/JOB SUMMARY