Information Technology (IT) Help desk Technician

Job Details

Description

Are you passionate about solving technical problems and delivering top-notch customer service? Join Pretium Packaging as an IT Helpdesk Technician, where you'll support a wide range of technologies and play a key role in keeping our systems and users running smoothly. This is a great opportunity for someone with 1–2 years of experience who’s eager to grow, learn independently, and make a real impact in a collaborative environment.

Company Overview

Pretium Packaging, founded in 1992, is a leading supplier of injection-blow molded plastic containers, renowned for our commitment to superior quality, value, and customer service. With 16 manufacturing facilities across North America, we provide innovative packaging solutions that meet the diverse needs of brand owners in the United States and Canada.

What You’ll Be Responsible For

This position holds primary responsibility for the day-to-day support and maintenance of the Pretium client systems. The technologies involved include Windows Active Directory, MS Office/O365, printing, and remote connectivity.

There will be a strong emphasis on providing responsive and excellent customer service, maintaining, and documenting system operations. Strong technical acumen and problem-solving skills are essential.

What You’ll Be Doing

• Monitor, respond to & manage ongoing requests received through the IT Help desk ticketing system
• Triage incidents reported through Help desk interface, email and phone calls
• Create and update tickets with detailed investigation notes & attempted troubleshooting steps
• Search knowledge base articles, system guides and other documentation for root causes & resolutions
• Utilize critical thinking & problem-solving skills to troubleshoot unfamiliar issues
• Troubleshoot issues related, but not limited to operating systems, applications, hardware, printing, user configuration, networking, phone systems
• Image, deploy & ship hardware
• Provision and modify user accounts in Active Directory, Azure, Adobe, and other applications
• Ensure accurate and timely communication with end users & management
• Assist with installing and configuring Outlook on Android and iPhone mobile devices
• Manage on-boarding and off-boarding procedures related to technology
• Identify issue trends and commonalities to recommend prevention or self-help resolution opportunities
• Create internal documentation for newly identified, repeatable resolutions
• Provide excellent customer service
• Perform special projects as assigned
  
  

What You’ll Need

• Min 1-2 years of Help desk or similar experience
• Ability to work in the office 50-100%
• Excellent customer service, documentation, and verbal and written communication skills
• Strong desire to learn and solve problems independently
• Positive attitude
• Proficient with Windows 7/8/10/11
• Proficient with Office 365 including Microsoft Teams
• Familiar with Two Factor Authentication using Azure AD
• Familiar with Active Directory, DNS, DHCP, Group Policy, Print Servers
• Basic TCP/IP knowledge and troubleshooting
• Basic Desktop / Laptop hardware knowledge; Installing RAM, swapping Hard Drives, etc.
• Basic Citrix Troubleshooting Knowledge
• Printer configuration and troubleshooting
  
  

Equal Opportunity Employer

Pretium Packaging is committed to creating a diverse environment and is proud to be an equal opportunity employer. Disability/Veteran