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Technical Support Analyst Job

Date: Oct 26, 2021

Location: Denton, TX, US, 76205-7864

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!
 

Division Information

Peterbilt Motors Company
On highways, construction sites, city streets, logging roads - everywhere our customers earn their living - Peterbilt's red oval is a familiar symbol of performance, reliability and pride.  Peterbilt has reigned as America's premium quality truck manufacturer since the company's founding in 1939. Our dedication to deliver products and services focused on improving customers' performance, image, profitability and peace of mind truly makes Peterbilt the Class of the Industry.

This position is based at Peterbilt’s Division Office in Denton, Texas, where we have been headquartered since 1980. In Denton, we have manufactured, supported, and distributed over 1 million trucks. Our employees take great pride in our products. We are recognized as a premier employer and valued partner in the local community.

Job Summary

Peterbilt is currently seeking a for a Technical Support Analyst to join our IT Department.  This includes deployment, tracking, updating, and problem solving related to:  Desktop PCs, Engineering Workstations, Laptops, iPhones, iPads, and Printers.  Daily activities include monitoring and working through incident and service request ticket queues.  Responsible for documenting, escalating, and resolving tickets within defined SLAs.  

Hardware and software:  Supports Dell PCs include docking stations and monitors, Apple iPhones, and iPads.  Desktop and department network printers, Cisco IP Phones, large presentation displays, and various other USB attached hardware.   Supports Microsoft enterprise software applications like Windows 10, OneDrive, Edge, Office 365, Teams, Project, Visio and OneNote.  Supports other applications such as Adobe Acrobat, Aviva Terminal Emulator, Palo Alto VPN, Palo Alto Cortex End Point Protection, and various other enterprise applications.  

Job Functions / Responsibilities

  • Desktop Support - providing 1st and 2rd level break-fix support in resolving technical problems related to hardware and software on desktop pcs in manufacturing, office, and remote office environment.
  • Execute assigned project tasks on desktop pc in conjunction with local and corporate IT initiatives.
  • Work with third party software providers and corporate IT to fulfill software and hardware requirements for desktop pc and laptops.
  • Document, review, and publish support procedures that address key IT systems and functions and processes that will be used by IT employees to install, remediate, and support desktop pcs.
  • Actively monitor unresolved incident reports and service requests to meet or exceed service level agreements
  • Participate in reviews and discussions of IT standards and procedures.
  • Perform analysis of IT business systems linked to key indicators to insure compliancy to corporate standards.  
  • Build and deploy desktop pcs and hardware in conjunction with corporate IT pc refresh initiatives.
  • Adhere to infrastructure change control in accordance with corporate IT change management.
  • Provide support to business units and manufacturing processes during off-shift, off hours, and weekend.

Qualifications

  • Minimum of 5 years IT years’ experience in supporting desktop pcs, notebooks, printers, and monitors utilizing Microsoft Desktop Operating Systems including Windows 7 and Windows 10
  • Good organization skills
  • Experience utilizing technologies in a Microsoft domain such as Microsoft System Center Configuration Manager, Active Directory, Microsoft Office 365, and Microsoft SharePoint
  • Problem solving knowledge covering a wide breath of IT Desktop Systems including:  Dell Precision Workstation, Dell OptiPlex Desktop, Dell Latitude Notebook, and Virtual Machines.
  • Understanding of following:  TCPIP, DNS, DHCP, PXE, UEFI, 802.11x, Bluetooth,
  • Good oral and written communication skills.
  • Exceptional customer service skills.
  • Ability to multitask and work with minimal supervision in critical uptime manufacturing setting.

Why work for PACCAR/Peterbilt? Long Description

  • Competitive salary, 401k with a 5% match, AND a company paid Pension Plan after 5 years of service.
  • Medical, dental, and vision insurance plans for you and your family.
  • Comprehensive Paid Time Off – Vacation, Paid Holidays, and Sick Leave.
  • Tuition Reimbursement for continued education – eligible after 1 year of service.
  • Global Fortune 500 company with a wide array of growth and development opportunities.
  • Work alongside experienced goal-oriented colleagues recognized as experts in their fields.

Education

  • Required: High School Diploma
  • Preferred:  Bachelor’s degree.  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. Peterbilt promotes Diversity and Inclusion through mentorship, events, and affinity support groups – The Diversity Council, Peterbilt Women’s Initiative (PBWin), Veterans Group, and ADVOCATE (An LGBTQ support group).


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