Service Desk Technician

The IT Service Desk Technician at Peckham is the first point of contact for IT requests, handles tier 1 support, and escalates tier 2 and tier 3 issues as needed.

Responsibilities

• Monitor and acknowledge IT customer inquiries through the ITSM platform, email, IM, and in-person/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
• Properly categorize incidents and service requests
• Provide tier 1 hardware and software support to customers
• Maintain organization and follow each user service issue through to completion
• Create and maintain technical and end-user knowledgebase articles
• Ship and receive IT equipment
• Adhere to and enforce IT guidelines and procedures
• Comply with all policies and standards
• Maintain a safe and clean work environment
• Support Peckham’s vision values and services to customers and stakeholders
• Assist in maintaining organization-wide quality standards
• Coach and mentor IT Service Desk Associates; provide feedback to a supervisor
• Monitor equipment inventory levels and report low stock to the supervisor
• Escalate tier 2 and tier 3 problems as necessary
• Perform other related duties as assigned

Requirements

• High school diploma or equivalent
• At least 18 years old
• Must hold an IT-recognized certification, such as:
  • CompTIA A+
  • Security+
  • Microsoft 70-685

  CompTIA Security+ is desired

• 6+ months of experience in the IT field
• Experience resolving PC hardware and software problems, specifically Microsoft Office applications (preferred)
• Enjoy working in a fast-paced environment with the ability to multi-task
• Reliable transportation to get to job locations
• Due to federal contract requirements, candidates must be U.S. citizens and be able to obtain and maintain required federal background investigations, determinations, and/or security clearances as a condition of employment

Technologies

• ITSM platform
• Microsoft Office applications
• CompTIA A+
• CompTIA Security+
• Microsoft 70-685

Supervisory Responsibilities

• No direct supervisory responsibility

Physical and Mental Demands

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions on a case-by-case basis
• Physical demands may be reasonably accommodated for individuals with disabilities on a case-by-case basis

Reasonable Accommodation for Applying Notice

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities
• If assistance is needed to complete any part of the application:
  • Email: [email protected]
  • Phone: (517) 316-4000
  • In person: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
• Examples may include changes to the application process, alternate document formats, sign language interpreter, or specialized equipment

Location and Work Details

• Lansing, MI (onsite)
• Business line: Peckham IT
• Worker subtype: Staff Member