PBI-Gordon Corporation

Desktop Support / Service Desk Technician

Job Locations US-IL-Hampshire
Job ID
Pet-Ag Inc.
Information Technology
Regular Full-Time


Provide service delivery to end-users on all company supported equipment and applications, by desktop support at Hampshire, IL locations and remote support for end-users throughout PBI-Gordon.  Troubleshoot computer problems, determine source, and advise on how to resolve and complete corrective action.  Complete application project-based work as assigned.  Serve as liaison between company staff and IT Department to resolve issues.


  • Troubleshoot and resolve hardware, software, and connectivity problems, including user access and component configuration. Determine source of computer problems (hardware, software, user access, etc.).
  • Prepare service delivery tickets, resolve issues locally via desktop support visits and using remote support methodologies for non-local end-users, document resolution and close service delivery tickets as part of service desk management system.
  • Answer end-user questions in person and via phone on all company supported applications.
  • Install, configure, and upgrade desktop hardware and peripherals to include; network cards, printers, multifunction machines, wireless keyboard,mice and add-in boards and cards.
  • Record and maintain hardware and software inventories, site and/or server licensing, and user access and security. Write and maintain system documentation in inventory management system.
  • Research, plan, install, configure, troubleshoot, maintain and upgrade operating systems.
  • Assist in the backup servers, desktops, and laptops on approved schedules and, if needed, deliver media to offsite storage on a daily basis.
  • Work as a team member with other technical staff, such as networking to ensure connectivity and compatibility between systems.
  • Serve as liaison between end-users and the technology department to resolve issues.
  • Document system problems and resolutions for future reference. Provide recommendations on company application purchases.
  • All other duties as assigned.



  • Associates degree or equivalent experience
  • 1-2 years of help desk / desktop support / system analysis experience
  • Light travel (5% or less) may be required


  • CompTia A+ Certification:  demonstrable experience resolving hardware-related issues on desktop and laptop computers, and peripherals (primarily, printers)
  • CompTia Network+ Certification or demonstrated work experience:  able to perform basic analysis and resolution of connectivity issues on TCP/IP LAN networks.
  • VEEAM EndPoint backup familiarity.



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