Help Desk Representative

RESPONSIBILITIES

• Provide top-notch customer service primarily through phone but as needed at desk-side locations
• Perform diagnostics and determine the best resolution based on customers needs.
• Deploy PC images and application installs for a variety of end-user hardware computing devices.
• Provide end-user support for Microsoft Office Suite 365 including Outlook SharePoint OneDrive and Teams
• Create and resolve service tickets within the pre-determined service-level agreements. Escalate tickets as appropriate to other departmental teams.
• Take ownership of issues and follow through to completion.
• Be available for after-hours support as scheduled and for emergency outages as necessary.
• Support strategic Corporate initiatives and projects.
• Provide 1stlevel (Help Desk) hardware support including but not limited to HP desktop and notebook pcs
• Provide 1stlevel (Help Desk) software support including but not limited to Windows 11 Microsoft Office 365 suite.
• Troubleshootconfigureand resolve application and software issues
• Troubleshoot remote access issues from remote locations (internet connectivity wireless access VPN)
• Document log and track inquiries usingour currentticketing system
• Identify evaluate and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately
• Ability to use the IT internal system utilities
• Basic understanding of LAN/WAN technologies
• Working within a team environment to support the overall departmental goals of the IT Department
• Understanding of Printpack Systems and functionality

Printpack is proudly an equal-opportunity employer. We are committed to creating an inclusive environment. Embracing diversity enhances our work culture and is vital to our success. We do not discriminate based on race color religion sex (including pregnancy) national origin gender identity sexual orientation marital/parental status genetic information age national origin ancestry ethnicity disability marital status military or veteran status or affiliation or any other characteristic protected under applicable law.

To view your rights and government notices please see the links below:

Know Your Rights - Conozca sus Derechos - Your Rights Under USERRA () - FMLA - FMLA (Spanish) -Polygraph Protection - Right to Work - Right to Work (Spanish)

Printpack is committed to helping individuals with disabilities participate in the workforce and ensure equal opportunity to compete for jobs. If you need a reasonable accommodation to assist you with your application for employment or job search please get in touch with us by sending an email to . Please include in your email a brief description of the accommodation you are requesting and the position for which you are interested in applying.