IT Help Desk Technician

Pavement Recycling Systems is the Western United States premier provider of Recycling Solutions to reclaim, preserve, and rehabilitate pavement at any stage. Becoming a team member of PRS introduces you to a unique culture of employee ownership and empowerment to grow and succeed in your career. We create an environment in which all employees develop and contribute to their full potential and we recognize and reward outstanding results.

Position overview

The IT Help Desk Technician is responsible for providing IT support to employees via phone, email, and chat.

Primary Responsibilities

• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Determines the best solution based on the issue and details provided by customers
• Develops comprehensive training manuals and documentation to support user learning and system proficiency
• Conducts engaging training sessions and provide hands-on support to end-users, ensuring effective adoption and use of computer systems and applications
• Run diagnostic programs to resolve problems
• Walks the employee through the problem-solving process
• Directs unresolved issues to the next level of support personnel
• Provides accurate information on IT products or services
• Records events and problems and their resolution in logs
• Follows-up and provides resolution to employee status and information
• Passes on any feedback or suggestions by employees to the appropriate internal team
• Identifies and suggests possible improvements to procedures
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
• Trains computer users in the IT processes
• Maintains daily performance of computer systems
• Ask questions to determine the nature of a problem and walk users through the problem-solving process
• Installs, modifies, and repairs computer hardware and software. Runs diagnostic programs to resolve problems
• Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Gains feedback from customers about computer usage, analyzes trends in usage and identify best practices to maintain a level of service that meets organizational goals
• Runs reports to determine malfunctions that continue to occur and suggest resolutions to recurring issues
• Assists the Network Administrator on a project basis and with some routine daily functions
• Other duties as assigned

Qualifications

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English
• Excellent communication skills, written and verbal.
• Customer-oriented and cool-tempered
• Experience in hardware, software, network troubleshooting, basic operating system functionality or equivalent training and/or education.
• Advanced troubleshooting and multi-tasking skills
• Hours can extend into evenings and/or weekends when necessary
• Some travel is occasionally required

Education and Experience

• A minimum of 3 years related experience and/ or a bachelor’s degree in IT, Computer Science, or relevant field and/or equivalent experience is preferred.
• A related technical certification such as CompTIA A or Microsoft Specialist is required without a BS Degree.
• Experience in hardware, software, network troubleshooting, basic operating system functionality or equivalent training and/or education.
• Prior working experience in providing help desk support is preferred
• Strong Microsoft Windows experience.

Why Join

• ESOP Retirement Benefits are extended to all employees with participation after one year of service. A typical discretionary annual company contribution can range from 10% to 15% of your annual salary.
• 401K Retirement Benefits are extended
• Health, Dental, and Vision as well as other supplemental health insurance.
• PTO
• Holiday Pay
• Opportunities for career advancement
• On the job training provided to all employees
• Work for an industry leader in various disciplines and markets

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to:

• While performing the duties of this job, the employee is regularly required to use hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms. The employee frequently is required to stand, walk and talk or hear. The employee is regularly required to sit; climb or balance; stoop, kneel, crouch, or crawl; and smell
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

We are an equal opportunity employer and give consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.

401k, Dental Insurance, Life Insurance, Medical Insurance, Vision