IT Support Technician

Join the PCNA Team!

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.

At PCNA, we don’t just create products — we inspire brand experiences. Join our team and be part of a company where you can make a mark, build something meaningful, and grow in your career while helping brands leave lasting impressions.

We are currently hiring a IT Support Technician – Hybrid in New Kensington, PA!

This role will be onsite during the initial training period, with hybrid work options available after successful completion of probationary period.

The IT Support Technician serves as the first point of contact for internal and external customers seeking technical assistance. This individual must foster a positive relationship between IT and PCNA staff by delivering superior customer service and effectively resolving or dispatching technical issues.

What will you do in this role?

• Serve as the first point of contact for technical support, assisting users via phone and email, and logging issues in ServiceNow.
• Provide first-level troubleshooting for hardware, software, mobile devices, and basic network issues for both onsite and remote users.
• Communicate technical information effectively to both technical and non-technical personnel.
• Independently handle routine support issues and escalate more complex problems as needed.
• Participate in projects aimed at improving help desk efficiency and service quality.
• Support business-critical systems and applications, including participation in the on-call rotation.

What does it take to be successful in this role?

• Associates Degree and/or technical training or equivalent experience.
• Entry-level PC-support and troubleshooting experience
• 1 years help desk environment experience in desktop and networked systems support preferred.
• Knowledge of Microsoft Office 365, remote software and VPN networks preferred
• Dell and Microsoft Certifications a plus
• Experience using ServiceNow and ITIL processes helpful
• Commitment to customer satisfaction and relationship-building
• Knowledge of Windows Operating Systems and Macintosh
• Adapts to change well.
• Handles a high level of stress in a constantly changing environment.
• Communicates clearly with both technical and non-technical individuals.
• Strong organization and follow-up skills
• Strong multi-tasking skills.
• Strong problem solving skills.
• Remains calm and steady in stressful situations.

What’s in it for 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!
• Flexible scheduling
• 401k Matching
• Generous Paid Time Off and Holidays
• PCNA Cares Share Fund – donating to teammates in times of need

By applying to this job and providing your mobile number, you are agreeing to receive an initial text from PCNA, which you will have the ability to opt out of upon receipt. Message and data rates may apply. Message frequency varies.

PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.

Fraud Disclaimer:

PCNA is aware of recruitment scams in which individuals are falsely claiming to represent our company and/or our employees. All legitimate communication from PCNA will come from our Applicant Tracking System, LinkedIn Recruiter, or a verified PCNA email address ending in @pcna.com. We do NOT conduct interviews via instant messaging platforms like Skype or request sensitive personal information early in the hiring process. If you receive a message that seems suspicious, we recommend verifying its legitimacy and immediately reporting any fraudulent activity.