Peckham Service Desk Associate

Peckham Inc. - Peckham Service Desk Associate

SUMMARY

The Peckham Service Desk Associate is responsible for receiving, troubleshooting, and resolving customer inquiries in accordance with established service level guidelines. This role monitors ticket queues and inboxes to prioritize incoming requests and incidents based on impact and urgency. The ideal candidate communicates clearly and professionally — both verbally and in writing — with Peckham staff and team members. Additional responsibilities include imaging and deploying workstations, creating and maintaining knowledge base documentation, and following established processes to deliver consistent, high-quality support. This position requires a proactive, detail-oriented individual who takes pride in maintaining an organized work environment and is adaptable to a variety of tasks as needed.

DUTIES AND RESPONSIBILITIES

• Receive, troubleshoot, and resolve customer inquiries within established service level guidelines
• Monitor ticket queues and inbox for incoming requests and incidents
• Clear and concise communication both in writing and verbally, with customers and other IT staff
• Prioritize incoming requests and incidents by looking at impact and urgency
• Create and maintain knowledge base articles and documentation
• Follow established processes and procedures to support customers
• Image workstations and deploy systems to end users
• Maintain a safe and clean work environment
• Other related duties as assigned

MINIMUM QUALIFICATIONS

• At least 18 years old
• High School Diploma or GED
• Access to reliable transportation
• Ability to work both independently and collaboratively
• Strong interpersonal skills to work with customers

PREFERRED QUALIFICATIONS

• CompTIA A+ or CompTIA Security+ certification
• Experience with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools

PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the functions of this job, the employee will be required to:

• Constant repetitive motions from typing
• Stand, walk, sit, speak, and hear frequently
• Lift, carry, push, pull, stoop, kneel, crouch, crawl, reach, handle occasionally
• Good eye/hand/foot coordination

WORK ENVIRONMENT

Team members will spend the majority of their shift in a cubicle setting, performing repetitive tasks in a moderate noise environment. This role requires the ability to work both independently and collaboratively. Employees should expect constant exposure to artificial lighting, screen time, and digital and office equipment, with occasional noise fluctuations, temperature changes, limited natural lighting, and mobility throughout the building.

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER INFORMATION

This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled.  Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law.

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