IT Technical Support Specialist SG 24
About The Position
PACCAR is a Fortune 500 company established in 1905 and is a global leader in the commercial vehicle, financial, and customer service fields. This role is responsible for Desktop Client IT support, including deployment, tracking, updating, and problem-solving for various hardware and software. Daily activities involve monitoring and addressing incident and service request ticket queues, documenting, escalating, and resolving tickets within defined SLAs. The position supports a range of hardware including Dell PCs, Apple iPhones and iPads, printers, Cisco IP Phones, and presentation displays. Software support includes Microsoft enterprise applications like Windows 10, OneDrive, Office 365, Teams, Project, Visio, and OneNote, as well as other applications such as Adobe Acrobat, Aviva Terminal Emulator, Palo Alto VPN, and Palo Alto Cortex End Point Protection.
Requirements
- Bachelor degree
- 1 year of experience is required
Responsibilities
- Responsible for Desktop Client IT support, including deployment, tracking, updating, and problem solving related to Desktop PCs, Engineering Workstations, Laptops, iPhones, iPads, and Printers.
- Daily activities include monitoring and working through incident and service request ticket queues.
- Responsible for documenting, escalating, and resolving tickets within defined SLAs.
- Support Dell PCs include docking stations and monitors, Apple iPhones, and iPads.
- Support Desktop and department network printers, Cisco IP Phones, large presentation displays, and various other USB attached hardware.
- Support Microsoft enterprise software applications like Windows 10, OneDrive, Edge, Office 365, Teams, Project, Visio and OneNote.
- Support other applications such as Adobe Acrobat, Aviva Terminal Emulator, Palo Alto VPN, Palo Alto Cortex End Point Protection, and various other enterprise applications.
- Providing 1st and 2nd level break-fix support in resolving technical problems related to hardware and software on desktop PCs in manufacturing, office, and remote office environments.
- Execute assigned project tasks on desktop PCs in conjunction with local and corporate IT initiatives.
- Work with third-party software providers and corporate IT to fulfill software and hardware requirements for desktop PCs and laptops.
- Document, review, and publish support procedures that address key IT systems and functions and processes that will be used by IT employees to install, remediate, and support desktop PCs.
- Actively monitor unresolved incident reports and service requests to meet or exceed service level agreements.
- Participate in reviews and discussions of IT standards and procedures.
- Perform analysis of IT business systems linked to key indicators to ensure compliancy to corporate standards.
- Build and deploy desktop PCs and hardware in conjunction with corporate IT PC refresh initiatives.
- Adhere to infrastructure change control in accordance with corporate IT change management.
- Provide support to business units and manufacturing processes during off-shift, off hours, and weekends.
- Experience utilizing technologies in a Microsoft domain such as Microsoft System Center Configuration Manager, Active Directory, Microsoft Office 365, and Microsoft SharePoint.
- Problem solving knowledge covering a wide breadth of IT Desktop Systems including: Dell Precision Workstation, Dell OptiPlex Desktop, Dell Latitude Notebook, and Virtual Machines.
- Understanding of following: TCPIP, DNS, DHCP, PXE, UEFI, 802.11x, Bluetooth.
- Good oral and written communication skills.
- Exceptional customer service skills.
- Ability to multitask and work with minimal supervision in a critical uptime manufacturing setting.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
