IT Support Technician

Starting Salary: $51,680

Schedule:

6:30 AM to 3:00 PM

Provide help desk and remote technical support to employees and on-site support for the Las Vegas facility by troubleshooting technology issues, escalating complex problems, and assisting with IT projects and infrastructure support

• Provide first-line help desk and technical support for Microsoft 365 applications, desktops, network connectivity, internet applications, telephone systems, and related technology
• Document, track, and manage incidents and service requests in the IT ticketing system through resolution or escalation
• Provide on-site IT support for the Las Vegas facility, working with facility personnel and IT teams to resolve issues, fulfill service requests, deploy equipment, and communicate service impacts
• Troubleshoot and resolve PC, network, and basic Windows Server issues, promptly escalating complex or critical issues to the appropriate support team or management
• Configure, test, deploy, maintain, and upgrade computers, operating systems, applications, peripherals, and related hardware and software
• Troubleshoot and repair PCs, printers, handheld scanners, and other end-user equipment, replacing components or coordinating service as needed
• Monitor production, system, and network alerts, coordinate support resources, and communicate issues that affect business operations
• Assist system and network administrators with server, network, infrastructure, and related technology projects
• Support IT projects and collaborate with users, project teams, and departments to meet business and service requirements
• Provide after-hours support for production or business-critical issues as required
• Maintain current technical knowledge through training and other professional development opportunities
• Ensure all safety and security rules are strictly observed and any accidents, incidents or injuries are promptly reported to management
• Complete the Annual CTPAT Security Training
• Focus on continuous improvement, and consistently demonstrate good business judgment
• Work effectively with all Pride departments to exceed internal and external expectations
• Pride retains the discretion to modify duties and/or assign other duties as necessary

• Must be a friendly team player, professional, detail-oriented, and honest

Must have the ability to:

• Multi-task, problem-solve, and prioritize in a fast-paced working environment
• Identify potential cybersecurity incidents and promptly follow established security reporting and escalation procedures
• Prioritize incidents and service requests based on urgency and business impact
• Diagnose and resolve issues with PCs, laptops, and related hardware and peripherals, including repairs, configuration, and upgrades
• Explain technical information clearly to technical and nontechnical users
• Use scripting and automation tools, such as Power Shell, to streamline routine technical support and administrative tasks
• Learn and adapt to new technologies to address business needs
• Exercise discretion and sound judgment when making business decisions
• Work independently with minimal supervision, using initiative and creativity within established guidelines

Must have:

• Relentless drive to achieve advancement and continuous improvement
• Strong analytical skills
• Intermediate working knowledge of Microsoft Office applications, including Word, Excel, and Power Point
• Intermediate working knowledge of Windows operating systems, Microsoft 365 applications, and common end-user technologies
• Intermediate working knowledge of computer hardware, BIOS, firmware, and peripherals
• Strong web navigation and online research skills
• Strong customer service, verbal, and written communication skills

• At least 2 years of experience providing IT help desk, desktop support, or similar technical support in a business environment

• At least 1 year of experience providing on-site IT support in a manufacturing, warehouse, or distribution environment preferred
• At least 1 year of experience using an IT ticketing system to track, prioritize, and resolve support requests preferred
• At least 1 year of experience supporting user accounts, access permissions, Microsoft Office, and basic Windows Server functions preferred

• Associate Degree in Information Technology, Business or a related field, OR High School Diploma or GED with at least 6 years of the required experience

• Bachelor's degree in Information…