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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