Now Hiring: IT Support Agent

Join Our Team!

Progressive Machine & Design is looking for an IT Support Agent to join our team.

Primary Function and Scope:

Provides a single point of contact for IT users to receive support, maintenance, and training, to be provided by a team.

Essential Duties & Responsibilities include, but are not limited to:

• Provide the first line of technical support to internal employees.
• Respond to user issues via email, phone, or in person, escalating as needed (or per instruction) in a timely fashion.
• Accurately record, update, and document support requests using the company ticketing application.
• Escalate support issues to Team Lead, Systems Administrator, Software Engineering, or outside vendors as appropriate.
• Provide end user training per work instructions.
• Perform routine IT maintenance activities and monitoring per work instructions.
• Make suggestions to support lead to help improve processes, procedures, and documentation.
• Assist in testing upcoming PMDb releases, and potential software deployments.
• Perform desktop system deployment and maintain an accurate inventory.
• Perform routine software installation/upgrades
• Monitor critical PMD systems for availability
• Periodically Assist with Projects
• Observe safety procedures.
• Any other task assigned by management within scope of position, federal and state regulations.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Education And/Or Experience:

• AS Degree in the field of information technology, computer science or related fields or 1 to 3-years’ relevant work experience. Combination of education and experience will be considered.
• Experience providing technical support to non-technical users.
• Technical knowledge of current protocols, operating systems, and standards associated with enterprise level hardware and software, including MS Windows, MS Office and database management software a plus.
• Technical knowledge of PC and desktop hardware.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and Original Equipment Manufacturer (OEM) guides.
• Ability to read and understand business process documentation and requirements, and translate into technical requirements.

Language Skills: Effective verbal and written communication skills required. Ability to read, analyze, and interpret general technical procedures and the ability to write reports is required. Solid presentation skills a plus.

Characteristics Necessary To Perform The Job:

1. Dependability – reliable; timely completion of assignments
2. Time Management Skills – able to multitask, prioritize workload & meet deadlines
3. Initiative\Creativity
4. Organizational Skills
5. Good judgment regarding problem resolution and management of work activities.
6. Ability to take directions
7. Ability to work well with others
8. Detail-Oriented – high-level of attention to details to ensure accuracy
9. Positive, Customer-Service Oriented Attitude
10. Problem Solving/Analysis Skills – provide workable solutions

Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Wide variety of duties requiring considerable judgment to work independently.

Standards of Performance:

• Honesty: Commitment to ethical and candid business practices.
• Teamwork: Positive attitude and cooperative, supportive relationship with all co-workers, managers, and team members. Share knowledge and experience with others.
• Innovation: Provide creative solutions for our customers’ needs.
• Excellence: Set high standards and actively seek opportunities for improvement.
• Fairness: Treat everyone with dignity, respect and equality. Provide frequent and appropriate feedback.
• Quality and integrity of work and maintenance for responsible areas.
• Ability to maintain confidentiality of information and ethical conduct.
• Professional image and demeanor with employees, customers, suppliers, and visitors.
• Adherence to safety standards and practices.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is working outside between 0-15 percent of the time. The noise level in the work environment is usually moderate.

Physical Activity Chart:

• Employee may be asked to do other physical activities not listed above within federal and state regulations on occasion.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.