Peckham Service Desk Associate

In-Person

Lansing, MI

Full time

R0009788

All are encouraged to apply! Join Peckham - WORK. GROW. ADVANCE.

Peckham is a vocational rehabilitation social enterprise. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the ‘eligibility for services questionnaire’ to help us determine the best fit and necessary accommodations for your employment needs.If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.

Peckham Inc. - Peckham Service Desk Associate IMPORTANT INFORMATION:

• WAGE: $18.00 per hour

• LOCATION: 2511 N MLK Lansing ( this is not a remote work position)

• HOURS: 3 positions available: 7:30 AM - 4:00 PM, 8:00 AM - 4:30 PM, 9:30 AM - 6:00 PM

JOIN THE PECKHAM TEAM!

• Great Company Culture. Peckham was named #11 in the 2015 Fortune Magazine’s “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. Opportunities for professional advancement, including enhanced responsibility and increased pay.

• Support & Understanding. Peckham provides all Team Members with on-the-job support.

SUMMARY

The Peckham Service Desk Associate is responsible for receiving, troubleshooting, and resolving customer inquiries in accordance with established service level guidelines. This role monitors ticket queues and inboxes to prioritize incoming requests and incidents based on impact and urgency. The ideal candidate communicates clearly and professionally — both verbally and in writing — with Peckham staff and team members. Additional responsibilities include imaging and deploying workstations, creating and maintaining knowledge base documentation, and following established processes to deliver consistent, high-quality support. This position requires a proactive, detail-oriented individual who takes pride in maintaining an organized work environment and is adaptable to a variety of tasks as needed.

DUTIES AND RESPONSIBILITIES

• Receive, troubleshoot, and resolve customer inquiries within established service level guidelines

• Monitor ticket queues and inbox for incoming requests and incidents

• Clear and concise communication both in writing and verbally, with customers and other IT staff

• Prioritize incoming requests and incidents by looking at impact and urgency

• Create and maintain knowledge base articles and documentation

• Follow established processes and procedures to support customers

• Image workstations and deploy systems to end users

• Maintain a safe and clean work environment

• Other related duties as assigned

MINIMUM QUALIFICATIONS

• At least 18 years old

• High School Diploma or GED

• Access to reliable transportation

• Ability to work both independently and collaboratively

• Strong interpersonal skills to work with customers

PREFERRED QUALIFICATIONS

• CompTIA A+ or CompTIA Security+ certification

• Experience with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools

PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the functions of this job, the employee will be required to:

• Constant repetitive motions from typing

• Stand, walk, sit, speak, and hear frequently

• Lift, carry, push, pull, stoop, kneel, crouch, crawl, reach, handle occasionally

• Good eye/hand/foot coordination

WORK ENVIRONMENT

Team members will spend the majority of their shift in a cubicle setting, performing repetitive tasks in a moderate noise environment. This role requires the ability to work both independently and collaboratively. Employees should expect constant exposure to artificial lighting, screen time, and digital and office equipment, with occasional noise fluctuations, temperature changes, limited natural lighting, and mobility throughout the building.

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER INFORMATION

This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

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. EEO is Law.

EOE-Embracing Diversity to Achieve Excellence

SPECIAL NOTES

These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov

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.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you

• Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you

• Email us at [email protected]

• Call us at (517) 316-4000

• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

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

Business Line:

Peckham IT

Location:

Lansing, MI

Worker Sub-Type:

Team Member

Click here to return to the main search page (https://peckham.wd5.myworkdayjobs.com/team-member)

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. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

Peckham participates in the E-Verify program. For more information please click follow this link (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify\_Participation\_Poster\_ES.pdf)

For information on Immigrant and Employee Rights (IER), follow this link (https://www.justice.gov/crt/case-document/file/1133936/download)

Pay Transparency Nondiscrimination Provision

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 Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

Visit www.peckham.org to learn more.