• Help Desk Specialist

    Posted Date 1 day ago(1/15/2019 11:30 AM)
    Requisition ID
    2018-3225
    Position Type
    Temporary Full-Time
    Job Locations
    US-NY-Poughkeepsie
  • About Us

    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 $2.5B+ , 4500 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses. 

    Overview

    The Help Desk Specialist provides remote telephone support to end-users at regional offices by manning the help desk hotline. This position will require the experience to support a wide-variety of hardware and software platforms, including: desktops, laptops, printers, peripherals, Windows 7& 10, Active Directory, and MS Office.  The ideal candidate will possess excellent communication, problem solving and customer service skills.

     

    2nd and 3rd shifts currently available 

    Responsibilities

    • Be available to answer incoming calls for assistance and efficiently resolve issues.
    • Escalate to appropriate resource if unable to resolve; understand what resources are available.
    • Accurately enter all calls into the ticketing system.
    • Work closely with other team members to share information and develop solutions.
    • Keep up to date on new applications and technology and be able to troubleshoot associated problems.
    • Maintain in depth knowledge of support resources (emails, company documentation, and Call Center documentation repository).
    • Regularly monitor systems and environmental conditions, and maintain appropriate log sheets.
    • Routinely review Customer Contact information in the ticketing system

    Escalate to appropriate resource if unable to resolve; understand what resources are available.

    Qualifications

    Possess a high level of customer service skill. 2+ years’ experience in a customer service position; previous help desk experience is highly desirable.

    • Excellent interpersonal skills, communication skills, positive attitude, and the ability to interface with team members and contribute to team productivity.
    • Ability to provide technical support over the phone; excellent phone skills, professional demeanor.
    • Well-developed problem solving skills; able to develop creative solutions to resolve difficult or unusual problems.
    • Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during peak periods and remain productive during slow periods; exercise patience and professionalism during stressful situations.
    • Ability to work responsibly with or without direct supervision.
    • Working knowledge of Windows XP/Windows 7 operating systems and Microsoft Office suites.
    • Meets all legal hiring criteria and must be able to provide at least two employment references.

     

    Certification:   A+ Certification or higher required.

     

     

    P11

    Why work for Us?

    PCM Offers:

    We offer 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 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.

     

    Disclaimer: PCM extends offers of employment only to qualified candidates who have applied for a position using our official application through our career site, iCims.  Please be on alert for possible fraudulent offers of employment or "phishing" actions that may come from individuals or entities impersonating PCM.  PCM will not solicit money or banking information from applicants.  Once employment has been confirmed and as part of the onboarding process, new hires will receive instructions from PCM to set up their direct deposit information from our payroll department.

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