Help Desk Representative

Printpack•Atlanta, GA

1d•Onsite

About The Position

The Help Desk Representative is a first-contact, technical solutions provider serving a critical function within Printpack’s IT Technical Support team. The IT Technical Support team ensures IT operational excellence, enabling smooth business operations and customer order delivery across all Printpack locations in the US and Mexico. This Help Desk Representative provides an opportunity to grow and expand the technical skills for those looking to move into an advanced technical or specialty field. The Help Desk Representative position will provide front-line technical support to end-users on various issues and problems relating to IT hardware, software, and peripherals for all Printpack locations. The Help Desk Representative will be responding to, documenting, and resolving service tickets in a timely manner by phone, e-mail, chat, or in person. The successful candidate must enjoy and be able to prioritize work, multi-task, analyze, make decisions, and respond to a variety of situations. He/She must be able to distinguish escalation paths to other functional groups, possess strong communications skills and analytical ability. Candidates must be available for on-call after-hours support.

Requirements

Candidates must be available for on-call after-hours support.
Basic understanding of LAN/WAN technologies
Ability to use the IT internal system utilities

Nice To Haves

The successful candidate must enjoy and be able to prioritize work, multi-task, analyze, make decisions, and respond to a variety of situations.
He/She must be able to distinguish escalation paths to other functional groups, possess strong communications skills and analytical ability.

Responsibilities

Provide top-notch customer service, primarily through phone, but as needed at desk-side locations
Perform diagnostics and determine the best resolution based on customers’ needs.
Deploy PC images and application installs for a variety of end-user hardware computing devices.
Provide end-user support for Microsoft Office Suite 365, including Outlook, SharePoint, OneDrive, and Teams
Create and resolve service tickets within the pre-determined service-level agreements.
Escalate tickets as appropriate to other departmental teams.
Take ownership of issues and follow through to completion.
Be available for after-hours support as scheduled and for emergency outages, as necessary.
Support strategic Corporate initiatives and projects.
Provide 1st level (Help Desk) hardware support, including but not limited to HP desktop and notebook pcs
Provide 1st level (Help Desk) software support, including but not limited to Windows 11, Microsoft Office 365 suite.
Troubleshoot, configure and resolve application and software issues
Troubleshoot remote access issues from remote locations (internet connectivity, wireless access, VPN)
Document, log, and track inquiries using our current ticketing system
Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately
Ability to use the IT internal system utilities
Basic understanding of LAN/WAN technologies
Working within a team environment to support the overall departmental goals of the IT Department
Understanding of Printpack Systems and functionality