IT Help Desk Technician

Birmingham, Alabama, United States Full-time

Plantation Patterns, a division of NBGHome, is a manufacturer and distributor of high quality outdoor cushions and umbrellas in the United States. We are currently seeking an IT Help Desk Technician to be based in our Birmingham, AL corporate office to support all company locations.   This position is a full-time, exempt position reporting to IT Management.

 

SUMMARY

As the IT Help Desk Technician, you will be responsible for providing technical assistance and support related to computer systems, hardware or software.  You’ll work in many various environments and situations. A love for delving into challenging problems and creating working solutions is a must, as troubleshooting is a large part of any IT department. You will diagnose and resolve problems quickly and communicate effectively with a variety of teams and users.  Your goal will be to manage and prioritize mission critical tasks and daily routine tasks.

 

PRIMARY RESPONSIBILITIES:

  • Monitor all incoming support requests via email, service boards, telephone, chat or other applicable methods.
  • Provide first line support for any information technology issues/problems via telephone, email, remote access or in person and escalate as needed.
  • Diagnose and resolve technical hardware and software issues
  • Train computer users on software and hardware in person or on the phone
  • Manage the support/deployment/maintenance of computers, laptops, smart phones, terminals, printers and applications
  • Stay current with system information, changes and updates
  • Update and maintain internal knowledge base with issue resolution details
  • Maintain discretion and confidentiality.

 

ADDITIONAL RESPONSIBILITIES:

  • Perform other duties as assigned
  • Accept special projects as assigned by supervisor
  • Travel as needed to support various sites

 

EDUCATION AND EXPERIENCE:

  • Associate’s or Bachelor’s degree or technical school equivalent in Computer Science/Information Systems desired
  • Computer skills, technical understanding, ability to analyze, problem-solve and provide technical support
  • Experience with hands on trouble shooting and job-related software (ERP Systems, Microsoft Office, etc). One (1) to three (3) years desired.
  • Server Management/Networking/Active Directory a plus.
  • Ability to communicate effectively orally and in writing
  • Ability to be self-motivated and willing to be part of team effort
  • Strong organizational and follow-up skills

 

CUSTOMER ORIENTATION:

Must demonstrate concern and take actions to meet requirements and provide quality service to all customers. Must display courtesy and sensitivity, meet commitments, respond promptly, and solicit feedback to improve service.

 

PHYSICAL DEMANDS:

Some physical work is needed to lift/move computer equipment.  Extended Computer Use.  Weekly travel between facilities as required.

 

WORK ENVIRONMENT:

The environment for this position will include office as well as time within the production and warehouse facilities. This requires travel between company facilities, all currently located in Alabama.

 

All external hiring is contingent upon the successful completion of a pre-employment drug screen and a criminal background check.