Job Description

POSITION:

IT Help Desk / Technical Support (Level 1) (Fontana) Company: Peterman Lumber Status: 40 Hours a week Initial Compensation: $15.00 - $22.00/hour (based on experience and certifications); ABOUT US:

Peterman Lumber, Inc. was founded by Clair “Pete” Peterman in 1979. Today, we have an 11 acre corporate yard and a customer service center in Fontana, CA, as well as large distribution facilities in Las Vegas and Phoenix. We are proud to have over 35 years of experience, providing top quality hardwood lumber, plywood, and moulding for our customers building needs. At Peterman Lumber, Inc., we pride ourselves on being the largest, most efficient supplier of architectural lumber products in the region. Our large inventory and knowledgeable staff stand ready to serve you.

OBJECTIVE:

JR-Tech provides IT support for Peterman Lumber in a Co-Managed environment. JR-Tech is seeking a Level-1 Help Desk Technician for Peterman Lumber (to be employed by Peterman Lumber) to support Peterman Lumber's users. In Co-Managed IT, the MSP (JR-Tech) is responsible for, and has the stewardship of, the entire network and all IT operations. The MSP assigns Level-1 tickets (helpdesk, workstation, and user support) to the local resource (L1 tech). The L1 tech has access to all the same tools, training, and knowledge as the MSP, as well as a team for help. Help Desk Technicians utilize phone, chat, email, text, remote, and onsite support to troubleshoot problems and resolve issues. Technicians must have exceptional customer services skills, and look and act professional. Here’s a closer look at what they do:

• Answer tech support phone calls, emails, texts, ticketing system, and chats

• Support senior level techs on projects

• Resolve tickets and ensure they are completed within SLA’s

• Fully document all troubleshooting steps, and create knowledge-base articles of resolutions

• Troubleshoot hardware, assemble PC’s, and replace components

• Monitor system alert tickets and are proactive in remediation of issues

• Remotely and in-person troubleshoot and quickly diagnose issues

• Remove malware and viruses

• Troubleshoot backups, and perform file restorations

• Troubleshoot VoIP, setup new phones, and manage phone systems

• Setup new user profiles, and migrate old user profiles

• Troubleshoot TCP/IP networks including RDP, DNS, DHCP, WINS, and VPN

• Basic troubleshooting of switches, routers and firewalls

• Work in virtual environments such as HyperV/VMware

• Assist with general administrative tasks REQUIRED SKILLS:

• Experience with PSA/Ticketing System and RMM tools

• A service oriented attitude - you do what it takes to get the job done correctly

• Have the ability to manage multiple projects simultaneously with minimum oversight

• Be eager to learn, pick up new technologies, and be proficient in a short time

• Working knowledge of a broad range of technologies

• Be a team player, avoid complaining, and motivated to advance and grow

• Have a teachable and positive attitude at all times

• Meticulous - you have a fine eye for details

• Resourceful Problem Solver - you always find a way to make it work

• Convey confidence while building rapport with clients

• Reliable, trustworthy, and honest

• Articulate - you can communicate professionally over the phone, in person, and in writing

• Ability to communicate technical information to nontechnical people

• Skill in organizing resources and establishing priorities

• Ability to work under pressure and manage stress ABOUT YOU:

• 1+ Years Help Desk Experience, or a Recent Degree in a Related Field

• Desired Certs: A+, Network+, Security+ ABOUT THE JOB:

• A Level-1 Technician is an expert on workstation support and can fix nearly any issue

• 40 hours/week

• $15.00 - $22.00 / hour (based on experience and certifications)

• Competitive benefits package available after 90 days (medical, dental, vision, paid vacation, 401K, etc)

• Typical shift: 8am - 5pm with some evenings and occasional weekends

• Must be able to pass a drug test

• Principals only. Recruiters please don't contact this job poster.

• Please, no phone calls about this job!

• Occasionally lift and/or move up to 50 pounds

• Frequently bend, lift, stand, and crawl under desks

• Access to top tier training materials and certifications

• Learn and apply IT best-practices NEXT STEPS:

• Apply at: http://www.jr-tech.com/contact-us/career-opportunities/

• After your application and resume is reviewed you'll be emailed a link to take a series of tests to ensure you are qualified