IT Help Desk Technician

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POST DATE 9/13/2016
END DATE 10/12/2016

Pratt Industries Fort Worth, TX

Fort Worth, TX
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
High School Diploma or GED


Job Description:

Position # 15011600004671 In this role, he/she will provide maintenance of 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 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. Responsibilities: 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 Service Desk for tickets assigned to the queue and process firstin firstoutbased 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, harddrive, and any additional specialized equipment. Install, test and configure new workstations, peripheral equipment and software following internal procedures. Maintain inventory of all equipment, software and software licenses using the internal inventory system. Report issues to the work order system for escalation if issue cannot be resolved in 5 minutes or less. Manage PC setup and deployment for new employees using standard hardware, imagesand 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 issues related to computer systems, software, and hardware. Respond to work orders electronically, in person or over the phone. Write training manuals and procedures. Train computer users on basic windows setup. Maintain daily performance of computer systems. Respond to email messages for customers/users seeking help. Ask questions to determine nature of problem. Walk customer/user through 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 issue has been resolved. Gain feedback from customers/users about computer usage. Run reports to determine malfunctions that continue to occur. Basic Requirements: High school diploma or equivalent Preferred Requirements: Bachelor s Degree in Information Systems, Business, Communications or related field 2 years of relevant technical experience Position Type: Full Time Travel requirement: 25% outside local region Job Type: Experienced

Company Description:

Pratt Industries is America's 5th largest paper and packaging company with more than 5,500 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 four 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, HSA, All State, Pre-Paid Legal, and 401(k) with company match, paid vacation, and paid holidays.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans

Declaration: The Company is an Equal Employment Opportunity/
Affirmative Action Employer/Veterans/Disabled (EEO/AA/Vets/Disabled) Employer,
it is the Company's policy to hire and promote the most qualified applicants and
to comply with all federal, state and local equal employment opportunity laws.

Declaration: The Company is a federal contractor which complies fully with Executive Order 11246,
as amended, and the applicable regulations contained in 41 C.F.R. Parts 60-1 through 60-60; 29 U.S.C.
Section 793 and the applicable regulations contained in 41 C.F.R. Part 60-741;
[38 U.S.C. Section 4212 and the applicable regulations contained in 41 C.F.R. Part 60-250 and/or 60-300;
and 29 C.F.R. Part 471, Appendix A.]