Support Tech II

Summary

Supporting our internal and external PGTI IT users. Installs, modifies, troubleshoots and makes repairs to PGTI issued hardware and software systems by performing the following duties.

What You'll Do

• Installs and configures PC hardware and software as required.

• Assists in troubleshooting infrastructure equipment.

• Demonstrates advanced knowledge of Windows OS, PC hardware and software, and printers.

• Demonstrate basic knowledge of iOS and Android, and computer networking systems.

• Receive support calls directly from users and become the owner of specific request until completed. Once a call is received the information must be properly recorded within the ITSM tool and a response communicated to the user in a timely manner. Provide updates, status, and completion information to team lead/manager, ITSM tool, and/or users, via voice mail, or e-mail.

• Answer, gather required and pertinent information, include troubleshooting steps (if not able to resolve/fulfill) and properly route incoming inquiries (phone/email/walk ups) to appropriate assignment groups.

• Maintain and fulfill assigned tickets within agreed upon SLAs.

• Properly escalate assigned ticket as necessary.

• Create and administer network and system accounts.

• Keep personal work area clean and organized.

• Wear proper PPE where required.

• Completes management assigned special projects with little or no supervision and within the designated deadline.

• Other duties as assigned.

Who You Are

EDUCATION and/or EXPERIENCE

College degree recommended, but not required.

Two years of experience in a computer related field required.

LANGUAGE / COMMUNICATION SKILLS

• English required.

• Spanish preferred.

MATHEMATICAL SKILLS

None

CERTIFICATES, LICENSES, REGISTRATIONS

A+ certification preferred.

Other relevant technical certification preferred.

PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIREMENTS

Ability to travel occasionally domestically (regional southeast)

Occasional: activity exists less than 1/3 of the time.

Frequent: activity exists 1/3 and 2/3 of the time.

Who We Are

At PGT Innovations, we may build and support high-quality, innovative windows and doors, but every day holds opportunities for us to do so much more - from building stronger teams through leading, supporting, mentoring, and collaborating, to fostering better relationships with our customers.

WHY WE'RE DIFFERENT

Every day we look for opportunities to grow and achieve greatness - together.

This isn't an "everyone for themselves" environment. Here, we look out for each other. We help each other. We prop each other up during challenging times.

Because inventing, building, and delivering the future of windows and doors is not a one-person job. It takes all of us.

• Our collaborative group.

• Our understanding family.

• Our strong team.

Working together to inspire greater opportunity for our customers, our community, and our team members.

WHAT WE OFFER

• Competitive compensation

• Career advancement opportunities

• Medical coverage

• Dental coverage

• Tuition reimbursement

• Employee stock purchase plan

• 401k matching

• Profit sharing

• Paid time off

• Volunteer time off

PGT Innovations is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or

physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local low. PGT Innovations also prohibits harassment of applicants or employees based on any of these protected categories.