Job description

Pendello Solutions is growing, and we are looking to add a motivated, independent and proactive Technology Associate to our team!

At Pendello, we are passionate about using business technology to help our clients put the focus on what’s truly important in their businesses and their lives. Supporting our clients means not only providing the latest technology, but also the business processes and expertise to leverage that technology – helping companies achieve more than they ever thought possible. Our values are a reflection of who we are:

Nothing is Beyond Reach

Family Matters

Relentless Improvement

Look Good. Feel Good. Be Good.

Mullet Mentality

We love what we do and take pride in the services and expertise we provide to our clients. Intrigued? Read on.

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A Pendello Technology Associate has very strong customer service skills and an exceptional troubleshooting mindset (think dog with a bone). With at least 1 year of experience under their belt, this person should also be an effective communicator and be able to consistently provide knowledgeable support and guidance to our clients. A drive to develop knowledge and adapt to problem solving in complex environments, rich in change (technology never stands still) is crucial. This person should have a strong desire to be a part of a team and contribute reliably to achieve our Pendello Vision.

Our ideal candidate is a hard-working problem solver and critical thinker, with a great go-getter attitude (enjoys helping people and does not consider any task too mundane). An aptitude for figuring things out, methodical troubleshooting, and the ability to adapt to changing technology, are a must. This role is vital to ensuring our clients have an exceptional experience and view us as a valuable asset to their organization.

The primary responsibility of the Technology Associate is provide excellent service to our clients by assisting users, including taking phone calls, responding to support tickets, leveraging remote assistance tools, and providing in-person or on-site assistance, as applicable.

Responsibilities

• Ownership of customer issues reported (L1 and L2), seeing problems through to resolution
• Desktop/Laptop troubleshooting
• Workstation setup, configuration, testing and deployment utilizing both automation and process
• Deployment of workstation peripherals and software
• Basic knowledge of DNS, DHCP
• Setup and troubleshoot networking of printers and scanners
• Setup and troubleshooting of Microsoft 365 suite including: Office, SharePoint, Teams, OneDrive, MFA, Advanced Threat Protection, Calling, Intune
• User maintenance and change control execution including administration of: email accounts, licensing and backup solution, office applications, Active Directory and Azure Active Directory Domain Services, groups, permissions, workstation changes and impacts to technical support solutions
• Alerting and patching support
• Manage escalations and identify pain points to provide proactive solutions
• Provide live help support
• Collaborate with 3rd party vendor affiliates
• Provide support according to standard procedures and guidelines from response to resolution
• Document, track and monitor issues to provide an exceptional client experience
• Adapt to situations and changing scenarios to grow knowledge and capabilities
• Leverage, update and create technical documentation to facilitate business technology best practices
• Detailed utilization and time tracking
• Other duties as assigned

Position Requirements

• High School Diploma (Preferred: Associates Degree, or higher, in IT or related field)
• 1+ years professional IT experience (MSP experience a plus)
• Experience with ticketing systems, monitoring and analysis tools
• Sharp troubleshooting and critical thinking skills
• Ability to work independently
• Engaging as a member of the team
• Effective written and oral communication skills
• Ability to prioritize and manage multiple tasks concurrently
• Driven, motivated and reliable team player
• Ability to do physical work as needed for setup and deployment of hardware

Hours & Travel

This is a paid full-time (40 hours/week, non-exempt) position. Our hours are 7am-6pm, with potential participation in an on-call rotation (1 week/6 weeks). Limited local travel to client sites.

Benefits

We offer comprehensive, company-subsidized, benefits including: paid time off, health, dental and vision coverage, flexible spending and health savings accounts, telemedicine, life insurance, disability benefits, 401k, bonus program, employee assistance program – all manageable through our employee benefits portal.

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Prairie Village, KS 66208: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Required)
• Windows Troubleshooting: 1 year (Required)

Work Location: In person

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