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Sr Technical Support Analyst (SG 23/24) Job

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Date: May 13, 2019

Location: Denton, TX, US

Company: PACCAR

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR is a global technology leader in the design, manufacture and customer support of premium light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates and also provides customized financial services, information technology and truck parts related to its principal business.

Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services, you can develop the career you desire with PACCAR. Get started!

Requisition Summary

Factory, office, and remote site support of desktop PCs and laptops.  Mobile devices such as iPhones and Windows Mobile/ Windows CE data collection devices.  Peripheral device support including HP network printers, barcode printers, barcode scanners, network time clocks, LCD monitors, and other USB attached hardware.

Job Functions / Responsibilities


  • Lead Support - providing 2nd and 3rd level support in resolving technical problems related to hardware and software on desktop pcs in manufacturing, office, and remote office environment.
  • Primary lead on desktop pc projects in conjunction with local and corporate IT initiatives.
  • Primary lead on factory pc upgrades such as operating system upgrades or other factory specific application upgrades.
  • Work with vendors and third parties to support new installations or upgrade/modify existing installations of factory equipment that has IT components/interfaces.
  • Work with third party software providers and corporate IT to fulfill software and hardware requirements for desktop pc and laptops.
  • Perform root cause analysis of problematic software and hardware.
  • Document, review, and publish support procedures that address key IT systems and functions and processes used by IT employees to install, remediate, and support desktop pcs.
  • Monitor and maintain service levels related to incident reports and service requests – taking lead role to ensure that service levels are meet.
  • Participate in reviews and discussions of IT standards and procedures.
  • Perform regular audit and analysis of IT business systems linked to key indicators to insure compliancy to corporate standards.  
  • Lead role in deployment and refresh of desktop pc hardware in conjunction with corporate IT.
  • Design, test and implement IT desktop infrastructure changes in accordance with corporate IT change management.
  • Provide guidance and support to business and manufacturing process during off-shift, off hours, and weekend support.  Includes support of junior IT members on evening/night/weekend shifts.


Experience and Skills

  • Minimum of 8 years IT years’ experience in supporting desktop pcs in a distributed enterprise environment.
  • Demonstrated and developed organization skills.
  • Strong knowledge of Microsoft Desktop Operating Systems including Windows 7 and Windows 10.
  • Preferred experience utilizing script languages such as XML, VBScript, Perl Script, Java Script, PowerShell, and DOS batch scripting.
  • Enterprise experience utilizing technologies in a Microsoft domain such as Microsoft System Center Configuration Manager, Microsoft Forefront Endpoint Protection, Active Directory, MS Office 2003 – 2016, Office 365, Microsoft SharePoint, Microsoft SQL Server Studio.
  •  Strong problem solving knowledge covering a wide breath of IT Desktop Systems including:  Dell Precision Workstation, Dell OptiPlex Desktop, Dell Latitude Notebook and Tablets, and Virtual Machines.
  • Strong understanding of following:  TCPIP, DNS, DHCP, PXE, 802.11x, Bluetooth.
  • Drive for results and demonstrate leadership in providing innovation utilizing available technologies.
  • Strong oral and written communication skills.
  • Exceptional customer service skills.
  • Ability to multitask and work with minimal supervision in critical uptime manufacturing setting.


Education and Certification

  • Required:  High School Diploma
  • Preferred:  Bachelor Degree or Degree in Computer Science.  Microsoft Certification.  A+ Certification or Network + Certification
  • Preferred:  Dell Hardware Certification on Desktops and Notebooks.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.

Nearest Major Market: Denton
Nearest Secondary Market: Dallas

Job Segment: Help Desk, Information Technology, Technical Support, Developer, Java, Technology

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