What are the responsibilities and job description for the PC SUPPORT TECHNICIAN position at ProDriven Global Brands?
About Us
WHY PRODRIVEN GLOBAL BRANDS? BECAUSE WE ARE THE PROFESSIONAL’S CHOICE! You will find our market leading products and brands on job sites all over the world.
Focusing on end users' needs and delivering exceptional customer experience drives our success. Our entire process—from research to engineering to manufacturing to commercialization—creates products that ensure ease of use, productivity, durability and safety for the end user. On jobsites across the world, ProDriven brands are most preferred.
Overview
The IT Support Technician is responsible for the setup, configuration, installation, and troubleshooting of computer systems, printers, and software applications. This role involves providing both on-site and remote technical support to end-users. The ideal candidate will possess strong problem-solving skills, the ability to manage multiple tasks effectively of IT-related operations.
This position is based at the El Paso office and supports two sites, with occasional travel to Cd. Juarez, required to provide support as needed.
This position is on-site and requires you to work in the office 5 days per week.
Responsibilities
- Deploy and support network and local printers, scanners, copiers and other user peripherals.
- Maintain Sites, IDFs, and areas in an organized and clean condition, ensuring proper cable management practices are consistently followed.
- Perform scheduled maintenance for critical equipment to ensure optimal performance, minimize downtime, and extend equipment lifespan.
- Provide technical assistance for incoming service requests related to end user’s computer systems, hardware and software.
- Install and configure desktop/laptop computers for end users.
- Detailed asset management and tracking of end user workstations, laptops, etc. for the entire equipment life cycle.
- Responsible for tracking and documenting service requests and their solutions within the IT ticketing system.
- Escalate tickets to the appropriate IT personnel as required and in a timely manner.
- Participate in migrations and upgrade projects or other duties as needed.
- Install and/or upgrade operating systems and standard PC application software.
- Provide training on an as-needed basis to end users both local and remote.
- Operate scissor lift to access ceiling-mounted cabling or network devices at elevated heights in accordance with safety standards and company procedures.
- Other IT duties and on-call as needed.
Qualifications
Experience & Education:
- Associate degree in Computer Science preferred or equivalent work experience
- Two years of PC Support experience
- Technical related certification desired
Key Competencies:
- Bilingual, English/Spanish
- Excellent customer service attitude and communication skills
- Well-organized and able to prioritize multiple issues/tasks
- Experience supporting Windows laptops and peripherals
- Knowledge of Office 365, Windows 10/11
- Ability to work effectively as a team and alone
- Basic knowledge of networking protocols and understanding of how they work (TCP/IP, DNS, DHCP, Subnet, VPN)
EEO Statement
ProDriven Global Brands is committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion. ProDriven Global Brands is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants to ProDriven Global Brands are considered for employment without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status or any other protected characteristic. ProDriven Global Brands will not tolerate discrimination or harassment of any kind based on these characteristics.
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