Job Details

Requisition Number 18-0467
Post Date 12/5/2018
Title PC Support Specialist
City Orangeburg
State NY
Description Driven by a commitment to research, quality and service, PDI, Inc. provides innovative products, educational resources, training and support to prevent infection transmission and promote health and wellness. Encompassing 3 areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture and distribute leading edge products for North America and the world.

We have several locations across the US and are looking for new Associates to join our team!


POSITION PURPOSE

With a strong focus on excellence the PC Support Specialist (PSS) will be responsible all day to day associate computing needs. The PSS will proactively monitor the progress of open IT work orders, perform general tasks to aid in the ongoing support of the organizations computing environment, assist with end user questions and problems and maintain a relationship with the customer for the duration of IT work orders.
Support with installation, configuration and troubleshooting of Microsoft Office Suite of products, proprietary applications, 3rd party applications/peripherals and utilities. Install and maintain a wide range of end user hardware ranging from desktops and laptops to network printers/copiers and corporate issued mobile devices.


ESSENTIAL FUNCTIONS AND BASIC DUTIES

End User Support:
• Provide desktop support to internal customers, monitor progress of open IT work orders.
• Run and analyze work order status reports and queries
• Communicate with IT and Team Associates
• Proactively work to identify work orders in jeopardy of violating SLA
• Control, manage and assist in the development of all software and hardware policies
• Coordinate all physical user moves with department supervisors, HR and IT Management team.
• Interface with software vendors to troubleshoot problems with proprietary applications
• In collaboration with manager create and maintain computing environment standards and inventory controls
• Manage Apple/Samsung cellular devices using either AirWatch or Intune for configuration, troubleshooting and deployment.
• Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests

Technical Analysis:
• Independently analyze and solve client PC problems (hardware, software, network access).
• Troubleshoot hardware related problems; memory, hard drive, video card replacement etc.
• Support and troubleshoot various software products (Microsoft office, windows terminal Server, Symantec Antivirus, etc.)
• Research problems through reading documentation

Customer Service:
• Maintain customer relations, address complaints and resolve problems.
• Update customer with pertinent work order status changes
• Insure all customers’ concerns are addressed
• Positively impact IT customer relations by proactively working to identify and address sensitive issues.
• Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem



PERFORMANCE MEASUREMENTS
1. Processing and closing of IT tickets in an accurate and timely manner
2. Proactive involvement to remedy day to day pc support issues
3. Be able to work very well within a face paced team environment
4. Provide superb customer service to our user community
Requirements EDUCATION/CERTIFICATION:
A+, Network+ , MCSA certifications or equivalent work experience required. Strong preference given to Certified Technologists. Other industry certifications a plus

REQUIRED KNOWLEDGE:

• Strong knowledge of the Windows 7 and Windows 10 operating systems.
• Ability to diagnose, identify and remedy client side hardware, software, and network related issues.
• Intermediate knowledge of Windows Server 2008 - 2012 operating systems and familiar with function(s) servers perform.
• Strong knowledge of Windows and Mac based operating systems, hardware and applications.
• Knowledge of Enterprise level Antivirus solutions such as Trend Micro, Symantec
• Solid understanding of networking concepts and technologies including: TCP/IP, DHCP, DNS, Scripting/automation of tasks using PowerShell and/or third party tools.
• Strong knowledge of Apple/Samsung Cellular devices.
• Strong knowledge of user account management in a Microsoft Windows Active Directory environment.
• Strong knowledge of Microsoft Office365 (o365) platform and user management.
• Strong desire to learn voice/data, server, networking concepts and operations

EXPERIENCE REQUIRED:
3 - 4 years of Level I and Level II PC Support experience needed

SKILLS/ABILITIES:
• Strong written skills for documentation and reporting
• Strong verbal skills to explain technical issues to peers and the ability to relay technical issues to non-technical staff members.
• Good listening skills
• Ability to defuse situations and perceived as approachable
• Adaptable to changing environment and workload; Flexible and efficient, able to multitask
• Motivated, organized and professional
• Self-motivated and able to work with minimal supervision
• Work well under pressure/deadlines

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions. Standard office environment. Must be able to sit in front of a computer for extended periods of time.


INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Nice-Pak Products, Inc. (NP) is the global developer, manufacturer and marketer of pre-moistened wipes for the consumer market, specializing in personal care, hygiene, household cleaning and disinfection products.
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
  • Please refer to the Company’s Substance Abuse Policy which protects the safety and well-being of all associates and potential associates.
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