Peckham Service Desk Technician

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Peckham Inc. - Peckham Service Desk Technician

SUMMARY

The IT Service Desk Technician serves as the initial point of contact for all IT-related inquiries received via the ITSM platform, email, instant messaging, and in-person visits. The Technician's primary responsibility is to resolve tier 1 issues and service requests efficiently while escalating complex tier 2 and tier 3 problems as necessary, all adhering to established service level agreements. Key duties include guiding IT Service Desk Associates, providing frontline support for user workstations and software applications, and facilitating effective communication with clients and IT teams. Comprehensive documentation of inquiries and resolutions is essential, as is strict adherence to procedures and protocols. The Technician works in close partnership with the Associate Manager of IT Service Desk and a dynamic team of Associates, ensuring procedural compliance and timely task completion. Regular feedback is provided on Associates’ progress, fostering ongoing growth and enhancement of the team's service capabilities.

MAIN DUTIES AND RESPONSIBILITIES

Monitor and acknowledge customer inquiries via ITSM platform, emails, IMs, and walk-ins, within established service level agreements.

Troubleshoot and resolve customer inquiries within established service level agreements.

Process incoming requests by triaging and assigning priority based on available resources.

Categorize incidents and service requests properly.

Provide tier 1 hardware and software support for customers.

Coach and mentor IT Service Desk Associates and provide feedback to supervisor.

Monitor inventory levels of equipment and report low stock levels to supervisor.

Maintains good organization and follows each user service issue through to completion

OTHER DUTIES AND RESPONSIBILITIES

Creates and maintains technical and end user knowledgebase articles.

Ship and receive IT equipment.

• •Adhere and enforce to IT guidelines and procedures
• •As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances as a condition of employment. This requirement will be determined based on the specific needs of contract.
• •Comply with all policies and standards.
• •Maintain safe and clean work environment
• •Promote Peckham’s vision values and services to all customers and stakeholders
• •Assist in maintaining organizational wide quality standards
• •Other related duties as assigned

SUPERVISORY RESPONSIBILITIES

This position does not have direct supervisory responsibility

MINIMUM QUALIFICATIONS

• •High school diploma or equivalent
• •At least 18 years old

• •Must have an IT recognized certification, such as CompTIA A+, Security+, or Microsoft 70-685. (CompTIA Security+ desired)
• •6+ months experience in the IT field
• •Experience resolving PC hardware and software problems, specifically Microsoft Office applications, preferred.

• •Enjoy working in a fast-paced environment; ability to effectively multi-task
• •Must have reliable transportation to get to job locations
• •Due to specific federal contract requirements applicable to this position, candidates must be U.S. citizens and must be able to obtain and maintain all required federal background investigations, determinations, and/or security clearances as a condition of employment.

PHYSICAL AND MENTAL DEMANDS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• •Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• •Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• •Email us at careers@peckham.org
• •Call us at (517) 316-4000
• •Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line:

Peckham IT

Location:

Lansing, MI

Worker Sub-Type:

Staff Member