Information Technology Support Technician

Join to apply for the Information Technology Support Technician role at PCNA.

Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. Our employees are spread across six locations.

What we offer you

• Full healthcare and benefits! The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more!
• 401k Matching
• Generous Paid Time Off and Holidays
• PCNA Cares Share Fund – donating to teammates in times of need

The Position

The support technician is responsible for providing both in-person and remote technical assistance for company personnel and assigned hardware and software. The ideal candidate will possess a solid technical aptitude along with strong communication and problem-solving capabilities. This role acts as the first point of contact for IT services by processing incoming inquiries, creating tickets, and processing escalations while maintaining a positive customer service experience.

They will also assist with the installation, configuration and repair of workstations, printers, and other hardware.

Key Responsibilities

• Provides hardware and software support for both local and remote staff while exercising superior customer service.
• Triages incoming tickets and employs clear and concise written communication in a fast-paced and dynamic environment.
• Support the production floor and the connection of associated equipment including desktops, tablets, barcode scanners, and thermal label printers.
• Uses critical thinking, documentation, and knowledge from past experiences to investigate problems and engage additional support teams.
• Confidently communicates technical information to both technical and non-technical personnel.
• Exercises best practices when documenting work and customer communications in all service tickets and processes escalations to management as needed.
• Completes hardware installations and equipment moves by supporting business changes and growth.
• Contributes to IT knowledgebase and develops other documentation as assigned.
• Adheres to and executes all policies, processes, and procedures.
• Responsible for proper management of equipment and technology, including installation, configuration, and inventory tracking.
• Exercises sound judgment in decision making, resolving problems, and determining appropriate action in both technical and non-technical situations.
• Relies on experience and conviction to set and accomplish goals, as well as perform a variety of complex tasks working both independently and with a team.
• Understands and drives positive relationships between IT and staff.
• Required to lift monitors, desktops, printers, and incoming boxes of computers and assorted technology.
• Performs other duties as assigned.

Skills and Knowledge

• Knowledge of Microsoft Office, Adobe Products, current Windows and Apple operating systems, and associated hardware.
• High-level of comfort in providing both in-person and remote support.
• Possesses an overall awareness of security principles, disciplines, and best practices.
• Excellent accountability, follow-up, and time management skills.
• Strong organization, prioritization, self-motivation, research, and problem resolution skills.
• Ability to work independently on strategic initiatives as assigned.
• Excellent verbal and written communication aptitude and the ability to multi-task in daily situations.
• High level of emotional intelligence with a natural aptitude for building relationships and delivering high quality customer service.
• Adapts to change well and has a strong self-awareness and capacity to manage stress in a constantly changing environment.
• Able to work with teammates in a multi-location environment.
• Ability to prioritize work based on department and production objectives.

Minimum Qualifications

• Associate's degree and/or technical training or equivalent experience.
• Bilingual - English and Spanish Fluency
• 1 year in a service desk and/or direct technical support role.
• Hardware and software troubleshooting knowledge.
• Familiarity with Microsoft Office and Adobe product support.
• Experience imaging and…