Help Desk Analyst

4 days ago
Requisition ID
# of Openings
Position Type
Regular Full-Time

About PCM

PCM is one of the fastest-growing value added direct marketers of technology solutions for business, government and educational institutions as well as consumers. We’ve built an environment that is fast-paced, growing and continually changing with the needs of industry. Our rapid growth and expansion has created numerous career and advancement opportunities. 


Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, and eCommerce venues. With annual sales of $1.5B+ , 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses. 


PCM is an exciting and rewarding place to work.


Provides support to end users, across multiple locations, on various hardware devices and software applications. Document, track and monitor the problem in the Incident Management tracking software to ensure a timely resolution. All duties will be completed in accordance with organizational policies and Service Level Agreements.  




  • Setup and configuration of network printers
  • Support Microsoft operating systems and mobile device platforms
  • Manage file sharing permissions and access controls in Active Directory
  • Respond to, monitor and resolve incident and service requests within designated Service Level Agreement
  • Log and track all incidents through resolution in Remedyforce; escalate by following documented escalation procedures
  • Use remote desktop solutions to support and gather more detailed analysis for troubleshooting and resolving issues
  • Communicate critical incidents, expired SLA targets and report out status to Service Delivery management
  • Write and update technical knowledgebase documentation
  • Communicate with IT business partners, vendors and IT support teams to resolve incidents, coordinate changes or fulfill IT service requests
  • Respond to problems or provide service after hours
  • Support Microsoft Office applications
  • Contact and escalate with vendor to ensure user interruption is kept to a minimum
  • Suggest continuous improvement ideas that can expand to the broader team
  • Build and deploy hardware



    • Associates Degree in Computer Science or Information Technology preferred; or equivalent education and experience
    • 1-2 years experience in a technical support environment, call center, or help desk preferred
    • 2 years experience in Microsoft Operating Systems and Office Suite of tools preferred
    • Excellent customer service, writing, interpersonal and verbal communication skills
    • Excellent analytical and troubleshooting skills
    • Understanding of communication technologies (WAN/LAN), Video Conferencing, VOIP phone preferred
    • Mobile Device Management experience preferred
    • IT Service Management knowledge preferred (ie. ITIL foundation)




Why work for PCM?



PCM offers an environment for career-driven individuals seeking to make a solid contribution to our company objectives and their own career enhancement. If you want to work in a challenging, performance-based environment and be rewarded for your efforts, then PCM is the place to build your career.


PCM offers a competitive base salary, bonus, 401K with a company match and medical/dental benefits as well as an Employee Purchase Plan, company sponsored discount programs and paid time off.   


PCM is more than an IT provider: we are a trusted technology partner for thousands of businesses across the country specializing in cloud, data center, mobility, networking, security, and software solutions.

PCM: The right technology, delivered!   



We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.