Description
Patrick Industries is hiring an experienced, full-time Service Desk Technician to join our growing IT Department . The Service Desk Technician provides support to internal customers via phone, email, and computer chat, using technical knowledge and company resources to diagnose and resolve basic computer, application, system, device, access, or performance issues.
Patrick Industries is a leading manufacturer and distributor of components products and building materials serving different industries throughout the United States including RV, Manufactured Housing, Industrial and Marine segments. With locations in 23 states, Patrick is a Company with a strong network of meaningful relationships with our brands and customers.
This position would require 25% of time traveling to offices located in Elkhart, Indiana. Required working hours are in the Eastern Standard time zone.
Responsibilities and Duties:
The Service Desk Technician will be responsible for supporting internal customers within Patrick Industries to resolve complex issues requiring detailed systems and applications knowledge.
Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents incidents using help desk systems or tools. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or reset passwords.
- Provide on-site and remote support for software and hardware issues
- Operating system and application installation/configuration
- Complete documentation of technical issues and resolutions
- Perform setup and troubleshooting of end user equipment
- Installation of pre-configured networking hardware
- Properly evaluate situations and immediately provide effective solutions
- Support users in the use of computer equipment by providing necessary training/advice
- Manage Service Desk tickets in a timely manner
- Respond to customer issues via phone, email, and computer chat
- Run diagnostics to resolve customer-reported issues
- Install, make changes, and repair computer hardware and software
- Follow-up with customers to ensure issues are resolved
Requirements
- 2 years of experience in IT preferred or a degree within Information Technology
- Knowledge of ITIL is preferred, training will be provided
- Ability to troubleshoot, repair and upgrade PC Software and Hardware
- Experience with Remote Support Applications and ITIL based Ticketing Systems is preferred
- Experience working within a call-center environment is desired
- Knowledge of PC Imaging software is preferred
- Prior experience doing PC to PC migration and support for legacy computers - Windows XP, 7, 8
- Experience with Windows 10
- Experience with Microsoft 365 preferred
- Proficient with IOS, Windows, and Android devices
- Excellent written and oral communication skills
- Highly organized and detail oriented
- Ability to diagnose and resolve technical problems on desktop / laptop / mobile devices
- Available to work overtime if needed
- Dependable transportation and valid driver's license and insurance
- Knowledge of Microsoft productivity and collaboration technologies (Word, Excel, Outlook, Teams, SharePoint etc.)
- The ability to speak, read and write English is required, bilingual Spanish is desired
- Align with Patrick Industries “BETTER Together” mentality by pursuing Balance, Excellence, Trust, Teamwork, Empowerment, and Respect within the organization
Summary
Benefits Include:
Health, Dental, Vision, Life, Insurances, Paid Vacation, 401K Match, Holidays, Health Club and Tuition Reimbursement
At Patrick Industries, BETTER Together is our commitment to being our best while striving to bring out the best in one another as we join forces individually, as teams, with our Business Units, with our Customers, our communities and within our entire Patrick family.
Patrick is an Equal Opportunity Employer.