Help Desk Representative

The Help Desk Representative is a first-contact, technical solutions provider serving a critical function within Printpack’s IT Technical Support team. The IT Technical Support team ensures IT operational excellence, enabling smooth business operations and customer order delivery across all Printpack locations in the US and Mexico.

This Help Desk Representative provides an opportunity to grow and expand the technical skills for those looking to move into an advanced technical or specialty field.

The Help Desk Representative position will provide front-line technical support to end-users on various issues and problems relating to IT hardware, software, and peripherals for all Printpack locations. The Help Desk Representative will be responding to, documenting, and resolving service tickets in a timely manner by phone, e-mail, chat, or in person. The successful candidate must enjoy and be able to prioritize work, multi-task, analyze, make decisions, and respond to a variety of situations. He/She must be able to distinguish escalation paths to other functional groups, possess strong communications skills and analytical ability. Candidates must be available for on-call after-hours support.

RESPONSIBILITIES

• Provide top-notch customer service, primarily through phone, but as needed at desk-side locations 
• Perform diagnostics and determine the best resolution based on customers’ needs.
• Deploy PC images and application installs for a variety of end-user hardware computing devices.
• Provide end-user support for Microsoft Office Suite 365, including Outlook, SharePoint, OneDrive, and Teams
• Create and resolve service tickets within the pre-determined service-level agreements. Escalate tickets as appropriate to other departmental teams.
• Take ownership of issues and follow through to completion.
• Be available for after-hours support as scheduled and for emergency outages, as necessary.
• Support strategic Corporate initiatives and projects.
• Provide 1st level (Help Desk) hardware support, including but not limited to HP desktop and notebook PCs 
• Provide 1st level (Help Desk) software support, including but not limited to Windows 11, Microsoft Office 365 suite.
• Troubleshoot, configure, and resolve application and software issues 
• Troubleshoot remote access issues from remote locations (internet connectivity, wireless access, VPN) 
• Document, log, and track inquiries using our current ticketing system 
• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately 
• Ability to use the IT internal system utilities 
• Basic understanding of LAN/WAN technologies 
• Working within a team environment to support the overall departmental goals of the IT Department 
• Understanding of Printpack Systems and functionality 

Printpack is proudly an equal-opportunity employer. We are committed to creating an inclusive environment. Embracing diversity enhances our work culture and is vital to our success. We do not discriminate based on race, color, religion, sex (including pregnancy), national origin, gender identity, sexual orientation, marital/parental status, genetic information, age, national origin, ancestry, ethnicity, disability, marital status, military or veteran status or affiliation, or any other characteristic protected under applicable law.

To view your rights and government notices, please see the links below:

Know Your Rights  - Conozca sus Derechos  -  Your Rights Under USERRA (dol.gov)   -   FMLA   -   FMLA (Spanish) -  Polygraph Protection   -  Right to Work  -  Right to Work (Spanish)

Printpack is committed to helping individuals with disabilities participate in the workforce and ensure equal opportunity to compete for jobs. If you need a reasonable accommodation to assist you with your application for employment or job search, please get in touch with us by sending an email to [email protected].  Please include in your email a brief description of the accommodation you are requesting and the position for which you are interested in applying.