TECHNICAL SERVICE REPRESENTATIVE

• Great Company Culture. Peckham was named #11 in the 2015 Fortune Magazines Great Place to Work for small and medium companies and has been certified as a Great Place to Work company for six consecutive years!
• Work Life Balance. At Peckham, we embrace the AND!
• Rest & Relaxation. Receive 11 paid holidays per year, paid time off and sick time!
• Health Benefits. Medical with HSA options, as well as dental, vision, and life insurance.
• Career Development. IT professional certification courses available, including CompTIA trainings.
• Support & Understanding. Peckham provides all Team Members with on-the-job support.
• Wage : $16.97 / hour plus health and welfare benefit
• Location : Both Home-Based (Michigan only) and on site in Grand Rapids, Michigan
• Hours : 24 / 7 / 365; Shift flexibility is required.
• Provide superior customer service by responding to requests for technical assistance via the phone and through other electronic means.
• Diagnose and resolve technical hardware and software issues.
• Conduct research using the available resources to assist callers.
• Advise callers of step-by-step process to resolve the purpose of call.
• Use critical thinking skills to determine which calls require attention and which require an escalation to a non-level 1 IT help desk CSR.
• Prepare activity reports, track / log / route problems, issues, requests and document resolutions.
• Use tools to remotely access end user systems and perform corrective actions to resolve the user's problem
• Achieve service level requirements including but not limited to average talk time and first call resolution, etc.
• Maintain and stay current with system information, changes, and updates.
• Accept other jobs / duties as assigned.
• High School Diploma or equivalent
• At least 18 years old
• Proficient in the English language (written and verbal)
• U.S. Citizen
• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
• CompTia A+ certification preferred
• 1 year of work experience in help desk function is desirable

ABOUT PECKHAM

Peckham is a national award-winning non-profit organization, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment.

We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming.

Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning.

Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

MISSION

Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance.

Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency.

We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.

VISION

To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.

Peckham is an Equal Opportunity Employer - EEO / AA Employer / Vet / Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

Peckham participates in the E-Verify program. For more information please click follow?

For information on Immigrant and Employee Rights (IER), follow

REASONABLE ACCOMMODATION NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job.

Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.

S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov / ofccp.

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