IT Technical Support - Tier 1 at Lewisburg Container

• Staten Island, New York, United States, 4435 Victory Blvd, 10314
• IT
• FullTime
• Pratt Industries, Inc
• Jul 28 2026
• 1-23883

In this role, he/she will maintain 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 the 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 the Service Desk for tickets assigned to the queue and process them first in and first out based 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, hard drive, and any additional specialized equipment.
• Install, test, and configure new workstations, peripheral equipment, and software following internal procedures.
• Maintained inventory of all equipment, software, and licenses using the internal inventory system.
• If an issue cannot be resolved in 5 minutes or less, report it to the work order system for escalation.
• Manage PC setup and deployment for new employees using standard hardware, images, and 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 computer systems, software, and hardware issues.
• Respond to work orders electronically, in person, or over the phone.
• Draft training manuals and procedures.
• Coach computer users on basic Windows setup.
• Maintain daily performance of computer systems.
• Respond to email messages for customers/users seeking guidance.
• Inquire to determine the nature of issues.
• Walk the customer/user through the 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 the issues have been resolved.
• Gain feedback from customers/users about computer usage.
• Run reports to determine recurrent malfunctions.

Requirements

• Bachelor’s Degree in Information Systems, Business, Communications, or a related field
• Two years of relevant technical experience

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