Job Description

About Us:

Peckham Industries Inc. (PII) has been a family-run business since 1924 and we believe our “ family by choice ” ethos delivers value as the trusted supplier of construction materials, products, and services in the communities we serve. Through our extensive network of hot mix asphalt and ready-mix concrete plants, quarries, and liquid asphalt terminals, PII delivers the highest quality materials and custom solutions to thousands of road construction and road maintenance customers. In addition, the company’s construction operations include paving and road reclamation services, as well as precast/prestressed concrete production and erection of multi-level parking structures, specialty buildings, and bridge components.

Become part of our mission by realizing your purpose, serving our community interests, and delivering growth for our customers. Peckham Industries educates, innovates, and applies technology in a way that is safe, sustainable, inclusive, and profitable

Job Summary:

As an IT Help Desk Technician with Peckham Industries, you will serve as the first point of contact for users seeking technical assistance. This role involves responding to user inquiries, diagnosing and resolving hardware and software issues, and maintaining accurate documentation of support requests. You will work in a fast-paced environment, collaborating closely with other IT professionals to ensure a seamless and productive user experience. In addition to remote support, this position also includes Field Technician responsibilities, requiring on-site visits to address and resolve technical issues that cannot be resolved remotely.

Essential Functions:

1. Committed to serve. Serve as a friendly, efficient, and knowledgeable first point of contact for end users via phone, email, and chat. Deliver timely updates on ticket status, proactively communicate any changes or outages, and ensure a seamless support experience. Provide both remote troubleshooting and onsite support for hardware and software issues that cannot be resolved remotely.

2. Mastery. Utilize the ticketing system to resolve helpdesk tickets and service requests while maintaining clear, detailed documentation of user interactions, troubleshooting steps, and outcomes. Create and maintain knowledge base articles for both the technical team and end users. Strive to meet and exceed key performance indicators (KPIs), with minimal repeat incidents.

3. Transparency and learning. Demonstrate proficiency in Tier 1 incidents and actively progress toward resolving Tier 2 issues. Adhere to assigned schedules and SOPs, participate effectively in projects, and submit timesheets and expense reports as required.

4. Ownership and Caring. Take responsibility for maintaining up-to-date technical documentation and service catalog entries related to software installations, hardware configurations, and troubleshooting procedures. Accurately track and manage local inventory of IT and automation equipment. Escalate complex issues appropriately while ensuring proper hand-off and context are provided.

5. Dedication. Support the successful delivery of IT projects both remotely and onsite as needed. Demonstrate flexibility and commitment to team goals by contributing wherever support is required.

6. Innovation. Adhere to all security protocols and actively monitor for potential vulnerabilities. Communicate risks promptly to the Service Delivery Manager and contribute to risk mitigation strategies. Seek continuous improvement opportunities and offer thoughtful, actionable suggestions for enhancing systems and processes.

7. Loyalty. Serve as the go-to local resource for automation and infrastructure-related issues, offering reliable, knowledgeable support to ensure operational continuity.

Requirements, Education and Experience:

1.0-5 Years experience working either on a Helpdesk or for a Managed Service Provider (MSP)/IT Support Business; preferred. Experience using a Ticketing system / RMM Tool software, providing support via remote tools and handling Technical Service Tickets a plus.

2.In-depth knowledge of diagnosing and resolving technical issues with computer systems and mobile devices onsite and remotely.

3.Proficiency with Windows Desktop & Server environments, Apple Computers & Apple /Android mobile devices, a plus.

4.Understanding of support tools, techniques, and how technology is used to provide services.

5.Understanding of operating systems, business applications, printing systems, and network systems including diagnosing technical issues related to end-user hardware/software and network devices.

6.Advanced experience working with the Microsoft 365 Platform preferred.

7.Must have excellent interpersonal communication skills and the ability to communicate with both technical and non-technical personnel with a patient and customer-oriented attitude. Proficiency in English spoken and written.

8.Must possess excellent organizational skills to keep Help desk tickets in order and updated.

9.Flexibility to work variable shifts and overtime as needed.

10.IT literate – Advanced user level. The ability to keep up with & adapt to the fast-paced IT world preferred.

11.Professional certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, Comp TIA +, Helpdesk Habits etc. a plus.

12.Must have a valid driver’s license.

13.Authorized to work in the U.S.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Travel:

This position is based in Brewster, NY, and requires travel by personal vehicle to support users across the NY/CT region. Travel locations may include, but are not limited to, Wingdale, Patterson, Bedford Hills, the Bronx, Bridgeport, Middletown, Mongaup, Chestertown, and other sites as needed based on business demands. Travel may include locations up to 2.5 hours away.

Once fully trained, you may have the flexibility to work from home on certain days. Reliable personal transportation is required, and mileage will be reimbursed.

Work Environment/Physical Demands:

This job operates in a professional office as well as in construction materials production environments. This role routinely uses standard office equipment such as computers, phones, photocopiers. The abilities to sit at a desk, frequent walking, bending, or standing, carrying computer equipment and installing them onsite as well. as necessary, are required.

Values:

At Peckham, you will experience our values wherever you work: corporate offices, plants, quarries, or paving operations. We share a common set of values - safety, integrity, dedication, and efficiency which are embedded in how we show up every day. Ours is a culture where we protect family and friends, our word is our bond, we are committed to serve and results matter. Our values are the foundation of our growth, and we believe will pave the way for future success.

EEO:

Peckham Industries is an Equal Employment Opportunity (EEO) and Affirmative Action employer. It is our policy to provide EEO to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status regarding public assistance, veteran status, pregnancy or pregnancy-related condition, or any other characteristic protected by federal, state or local law.

Peckham Industries, Inc. (PII) is an Equal Employment Opportunity (EEO) and Affirmative Action employer. It is our policy to provide EEO to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, pregnancy or pregnancy-related condition, or any other characteristic protected by federal, state or local law.

Under the Americans with Disabilities Act or similar law, if you have a disability and you wish to discuss potential accommodations related to applying for employment at Peckham, please contact [email protected].

Compensation details: 27-30 Hourly Wage

PIad274fb11f34-30492-37568718

Job Tags

Similar Jobs