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Help Desk Technician

Company: Pet Food Experts Inc
Location: Pawtucket
Posted on: June 24, 2022

Job Description:

Pet Food Experts (PFX) has been putting people first for over 80 years. As a fourth-generation, family-owned business, headquartered in Pawtucket RI, PFX has grown to be a leading distributor of pet food and supplies servicing over 4,500 independent pet retail locations in 40 plus states nationwide. PFX is an award-winning, relationship-driven, service innovator delivering best-in-class customer experiences that create long-term success and sustainability for its partners and industry at large.The Help Desk Technician is responsible for manning the IT helpdesk and assisting all Pet Food Experts' end-users, both on site and remotely with day-to-day IT requirements, providing tier 1 help desk and desktop support, and escalating to System Administrators as needed, to support the Information Technology department initiatives.This position requires a candidate with 1-2 years' experience in IT in order to support existing and future IT growth. Duties consist of working with the IT staff to support end-user needs, desktop and office applications, supporting end-user software and hardware needs, both remotely and hands on.SUMMARY OF ESSENTIAL FUNCTIONS

  • Support all end-user related issues.
  • Manage help desk ticketing system
  • Meet SLA level of service for help desk
  • Assign/Escalate tickets to appropriate IT support personnel as needed
  • Assist IT System Administrators with software and hardware installs
  • Setup New hire laptops and greet them on first day
  • Administer, install and troubleshoot windows operating systems
  • Coordinate with System Admin to update Laptop builds and procedures
  • Configure software and resolve technical problems.
  • Support end-user technology needs, including email printing and application services
  • Documentation of policies and procedures as well as end-user guides and training materials
  • Work with facilities to ensure end-users have an acceptable working environment.
  • Position is full time hybrid and located in Pawtucket RI (May require some after hours work)ACCOUNTABILITIES AND SUPPORTING ACTIVITIES
    • Represent IT Department in a positive and supportive manner, demonstrating support for and serving as an example of service excellence by responding promptly to end user concerns or requests
    • Report to IT Manager while working closely with a small team of like minded IT Support Staff
    • Provide details of system service levels, maintenance, system downtime, turnaround and response times
    • Provide metrics for capacity management purposes
    • Participate in and recommended enhancements to systems as needed
    • Provide guidance/experience with ticketing system to end users
    • Perform upgrades as requiredKNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
      • 1-2 years of experience in windows 10 support
      • Associates degree or equivalent training in Computer Science, Computer Engineering or related technology skills
      • Good understanding of Network fundamentals
      • Experience with Microsoft Office and Google Workspaces
      • Effective written and verbal skills
      • Able to take direction as well as the desire to take initiative
      • Able to work with hands for minor facility repair/improvement needsOTHEREducation
        • Associates degree or equivalent training in Computer Science, Computer Engineering or related technology skills
        • Appropriate military experience a plusExperience
          • 1-2 years of experience in a windows environment
          • Solid understanding of basic networking fundamentals and best practices
          • Experience with Microsoft products and Google Workspaces
          • Effective written and verbal skills
          • A+ and/or Network+ certification would be nice to have.Benefits and Perks of joining the PFX Team:We genuinely care about our employees and it shows! Our comprehensive package of benefits for eligible employees includes the following:
            • Competitive compensation package
            • Excellent group health benefit programs, including medical, dental and vision
            • Health Care and Dependent Care Flexible Spending Accounts
            • Company-paid basic life/AD&D, short- and long-term disability insurances
            • Additional supplemental benefits with the convenience of weekly payroll deductions
            • Flexible Time Off
            • Paid Parental Leave
            • Retirement savings plan with employer match
            • Employee Assistance Program
            • Employee discounts on pet food and supplies
              All offers of employment are contingent upon passing a required criminal background check.Pet Food Experts is an equal opportunity employer. Pet Food Experts does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military / veteran status.

Keywords: Pet Food Experts Inc, Pawtucket , Help Desk Technician, Professions , Pawtucket, Rhode Island

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