Help Desk Technician II

US-CA-SAN LEANDRO
Requisition #
19918
Category
Information Technology

Overview

Customer First | Integrity | Excellence | Teamwork | Fun!

 

 

About Us:

At Peterson our Vision is to be our customers’ first choice.   We put our customers first and continually strengthen our partnerships through our employee’s hard work, ingenuity and determination.  Our 80 year history is a reflection of our collective efforts and focus.

 

We provide a family oriented environment that promotes safety, personal growth and professional achievement.   Critical to our continued success is hiring and developing exceptional employees.  We are deeply committed to providing an environment necessary to attract and retain engaged employees who will relentlessly strive to reach Peterson’s strategic goals and vision.  We have high standards for our employees, with good reason.  They represent Peterson, our family, our brand, and our values to customers and our team members.

 

Why Peterson?

We have high expectations and so do you.  You are exceptionally motivated, have outstanding skills, and are looking for more than just a job.  We offer competitive wages, generous benefits, and promotional opportunities at a family owned and operated business that really cares about employees.  If you want to work side-by-side with others who are passionate about customer service, consider joining our team.  You can help us write more chapters in our success story as we move towards celebrating our 100 year anniversary.

 

Peterson has an immediate opening for a Help Desk Technician II in our San Leandro headquarters. 

 

Reporting to the Vice President, Information Technology, the Help Desk Technician II is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.

Responsibilities

  • Respond to queries in person, remotely or over the phone.
  • Create and process help desk tickets daily.
  • Administer, stage and deploy software and hardware as needed.
  • Provide Software Technical Support for Peterson Technicians and Employees in person and over the phone. After hours when needed.
  • Develop a customer care philosophy that ensures customer satisfaction.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Maintain software license and asset database.
  • Maintain daily performance of computer systems.
  • Troubleshoot hardware and software problems.
  • Provide 2nd level support of issues escalated from helpdesk support team and other technical member of department.
  • Work independently to complete high level technical projects and execute special assignments.
  • Chose appropriate technology and other resources to maximize helpdesk effectiveness.
  • Direct and Coordinate 3rd party technical support.
  • Must be available on call, and afterhours to provide support to technicians and other Peterson employees.
  • Regular attendance and timeliness is an essential function of the job.  
  • Works collaboratively in a team environment with a spirit of cooperation.  
  • Respectfully takes direction from supervisor/ manager.

Qualifications

Associated degree (A.A.) or equivalent from two-year college or technical school; and at least six (6) years of progressive experience in supporting a multi-site helpdesk environment, and working with diverse teams or equivalent combination of education and experience.  Must be a proven troubleshooter with exceptional customer service skills. 

 

Experience working with 3rd party vendors and coordinating them to quickly resolve problems.

 

We are an equal opportunity employer dedicated to workforce diversity and a drug free workplace.  All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law.  A drug screen and background check is required.

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