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Desktop Support Technician

2 months ago

Birmingham, United States EBSCO Industries Inc Full time
PRADCO Outdoor Brands (PRADCO) manufactures and markets major hunting and fishing brands and products. We are a leader in producing game calls, scents, attractants, game feeders, game cameras, tree stands and fishing lures. PRADCO Hunting owns the brands Moultrie, Summit, Knight & Hale, Code Blue, Texas Hunter Products and Whitetail Institute. PRADCO Fishing owns more than 20 brands including Bobby Garland, Booyah, Heddon, Lindy, Rebel, Thill, and YUM. For more information on PRADCO products, our website at pradcooutdoorbrands. PRADCO team members participate in a selection of outstanding benefits, including: Profit Sharing Trust, Excellent Medical/Dental/Drug/Vision benefits, and many other benefits.

Desktop Support Technician
Job Summary

PRADCO Outdoor Brands is looking to add a
Desktop Support Technician
to its Information Technology team. This position will be focused on technically supporting PRADCO’s fast-moving teams at our headquarters location and our distribution center. The Desktop Support Technician is accountable for installing/maintaining/supporting software packages and hardware needed by the PRADCO team.  The right person for this position will develop a mastery of our systems while understanding the needs of our team. As a “high confidence, low ego” team player, while reporting to the Help Desk Manager, the Desktop Support Technician will work cross-functionally with Logistics, Customer Service, Marketing, Operations and Sales Teams to ensure the completion of visions and timelines set by the business.  The person in this position will aggressively grow the business by thoroughly understanding and supporting our systems and hardware to keep us moving forward.  We need a team player that can come in to learn what we have and to come along beside us to see what needs to be done to make it better.   
 

Job Responsibilities

-Install, maintain, and support application software packages and hardware, working with both outside vendors and internal developers.
-Work directly with end users to provide level 1 and level 2 application support with guidance from senior team members.
-Participate in technical work sessions and meetings with other departments to develop a comprehensive technical solution for a specific project(s).
-Advanced skills in mobile device troubleshooting and assistance.
 

-Ability to process and prioritize tasks to completion in a timely manner while managing multiple interruptions.
 

-Provide technical support for complex support issues, for internal customers via email, phone, or other methods.
 

-Possess a strong understanding of the organization's products and services and investigates and analyzes more complex inquiries.
 

-Escalate tickets to the appropriate support groups as required.
 

-Teaches and empowers customers by answering questions, interpreting operating instructions and providing references to online documentation or instructions.
 

-Assist in new computer builds/rebuilds and lease return process as required.
 

-Maintain and enforce corporate hardware, software and anti-virus policies.
 

-Process and prioritize tasks to completion in a timely manner while managing multiple interruptions.
 

-Resolve problems by using documented processes, and best practice corrective processes.
 

Job Requirements
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-2 years’ related experience
-Local to the Birmingham area, as travel to our Calera Distribution Center and our HQ offices in Birmingham will be required
Essential Job Functions
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-Outstanding organizational, interpersonal and communication (written and verbal) skills.
-Strong analytical and problem-solving skills
-May require sitting for long periods of time in an office environment.
-Able to lift 60 pounds (weight of our production printers)
Preferred Skills
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-Ability to manage multiple tasks in a high-paced environment.
-Must be well organized, highly customer oriented, and professional.
-Must be self-motivated and have a desire to produce quality output in a timely manner
-Knowledge of basic IT best practices.
-Knowledge of printer maintenance and printer troubleshooting
-Knowledge of the following would be a plus:  Windows 10/11, Windows Server 2016+, Microsoft 365, Microsoft Teams, ServiceNOW, QuickBooks.
 

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.