Systems Support Analyst

2 weeks ago

Norcross, United States PCNA Full time
Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. Our employees are spread across six locations.

What we offer you

  • Full healthcare and benefits The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more
  • Flexible scheduling
  • 401k Matching
  • Generous Paid Time Off and Holidays
  • PCNA Cares Share Fund – donating to teammates in times of need
Why you will make it your career
  • We invest heavily in modernization, operating more efficiently with cutting edge digital technology
  • We value our employee’s contributions in a collaborative and inclusive work environment
  • Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
  • As the industry leader for environmental responsibility, sustainability is the key to every decision we make
Our Values
  • Delight Customers: Treat our customers the way you’d like to be treated.
  • Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative
  • Think Team: Work together to get the job done. Be inclusive and collaborative.
  • Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.
  • Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other’s input.
Our Businesses

Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products, offering deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories; Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high quality drinkware categories. Spoke’s print-on-demand solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs

Job Summary

Responsible for providing both in-person and phone-based and technical assistance for company personnel. The ideal candidate will possess a solid technical aptitude along with strong communication and customer service capabilities. This role will act as the first point of contact for IT services and handle incoming inquiries using Service Now to create tickets and process escalations while maintaining a positive customer service experience. They will also assist with the installation, configuration and repair of workstations, printers, and peripherals.

Fundamental Duties
  • Triages incoming Service Desk tickets and employs clear and concise written communication.
  • Fundamental knowledge of Microsoft Office and Adobe Products, current Windows and Apple operating systems, and associated hardware.
  • Performs tier 1 troubleshooting of PC’s, mobile devices, applications software, and printers.
  • Provides hardware and software support for both local and remote staff while exercising superior customer service.
  • Engage management and tier 2 support to help process escalations.
  • Manages access to systems through the use of active directory and other administration systems.
  • Adheres to and executes policies, processes, and procedures.
  • Knowledge of security best practices.
  • Contributes to IT knowledgebase and develops other documentation as assigned.
  • Exercises best practices when documenting work and customer communications in help tickets.
  • Responsible for lifecycle management of equipment and technology, including installation, configuration, and inventory tracking.
  • Communicates technical information to both technical and non-technical personnel.
  • Exercises judgment in decision making, resolving problems, and determining appropriate action in both technical and non-situations.
  • Relies on experience and judgment to set and accomplish goals, as well as perform a variety of complex tasks working both independently and with a team.
  • Completes hardware installations and equipment moves by supporting business changes and growth.
  • Understands and drives positive relationships between IT and PCNA Staff.
  • Performs other duties as assigned.
Skills and Knowledge
  • Advanced knowledge of Microsoft Office and Adobe Products, current Windows and Apple operating systems, and associated hardware.
  • High level of emotional intelligence with a natural aptitude for building relationships and delivering high quality customer service.
  • Possesses an overall awareness of security principles and disciplines.
  • Adapts to change well and has a strong self-awareness and capacity to manage stress in a constantly changing environment.
  • Excellent accountability, follow-up, and time management skills.
  • Strong organization, prioritization, self-motivation, research, and problem resolution skills.
  • Strong verbal and written communication aptitude ability to multi-task daily situations.
  • Able to work with teammates in a multi-location environment.
  • Ability to prioritize work based on department and production objectives.
  • High-level of comfort in providing over-the-phone remote support.
Minimum Qualifications Required
  • Associates Degree and/or technical training or equivalent experience.
  • Two years in a service desk and/or direct technical support role.
  • Extensive hardware and software troubleshooting knowledge.
  • Advanced knowledge of Microsoft and Adobe products.
  • Advanced knowledge of Microsoft Office 365, VPN, and connectivity.


Preferred Qualifications
  • Experience supporting users both in-person and over the phone.
  • Basic networking, telecom, and security knowledge.
  • Experience using ServiceNow and an understanding of ITIL principals.
  • Knowledgeable in endpoint management solutions such as SCCM, KACE, and Intune.
  • Familiarity with scripting in Powershell and software deployment.

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