IT Technical Support - Tier 1

In this role, he/she will maintain the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT work order system. He/she will be responsible for the administration and internal support of the Company’s PCs, laptops, mobile devices, printers, servers, and related IT equipment. Tasks include end-user support, license tracking, and performing PC maintenance, upgrades, and configurations. 

• Provide work order system support and resolve problems to the end user’s satisfaction. 
• Monitor and respond quickly and effectively to requests received through the IT work order system.  
• Monitor the Service Desk for tickets assigned to the queue and process them first in and first out based on priority.
• Modify configurations, utilities, software default settings, etc., for the local workstation.
• Utilize and maintain the work order system tracking software.
• Document internal procedures.
• Assist with onboarding of new users.
• Ensure each workstation assigned has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
• Install, test, and configure new workstations, peripheral equipment, and software following internal procedures.
• Maintained inventory of all equipment, software, and licenses using the internal inventory system.
• If an issue cannot be resolved in 5 minutes or less, report it to the work order system for escalation.
• Manage PC setup and deployment for new employees using standard hardware, images, and software.
• Assign users and computers to proper groups in Active Directory.
• Perform timely workstation hardware and software upgrades as required 
• Provide technical assistance and support for incoming work orders and computer systems, software, and hardware issues.
• Respond to work orders electronically, in person, or over the phone.
• Draft training manuals and procedures.
• Coach computer users on basic Windows setup.
• Maintain daily performance of computer systems.
• Respond to email messages for customers/users seeking guidance.
• Inquire to determine the nature of issues.
• Walk the customer/user through the problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers/users to ensure the issues have been resolved.
• Gain feedback from customers/users about computer usage.
• Run reports to determine recurrent malfunctions.

• Bachelor’s Degree in Information Systems, Business, Communications, or a related field 
• Two years of relevant technical experience 

Pratt Industries is America's 5th largest paper and packaging company with more than 10,000 highly skilled green collar employees dedicated to the environment and sustainability. Pratt Industries is one of the largest corrugated packaging companies in America, with sophisticated manufacturing facilities in more than twenty states. The company operates several of the most modern, cost effective paper mills in the country, as well as a series of sheet and box plants strategically placed throughout the United States offering a wide range of creative packaging solutions. Pratt Industries is committed to recycling and the environment by harvesting the urban forest.

Pratt Industries offers competitive compensation plans with incentive opportunities, full benefits package including medical, dental, vision, life, disability, All State, Pre-Paid Legal, and 401(k) with company match, paid vacation, paid holidays, and childbearing and parental leave.