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Peckham, Inc. Tier 1 Technical Services Representative in Grand Rapids, Michigan

*These jobs are part of Peckham Inc.'s vocational rehabilitation efforts. Applicants are given preference for these positions if they have a disability or other barrier to employment.

Peckham is a nonprofit vocational rehabilitation organization, providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. On this application, you will see an eligibility for services questionnaire. Please pay special attention when completing this section of your application. Information you provide here will help determine if you are eligible for job training at Peckham.

Job Description:

Peckham Inc. – Technical Service Representative

Important Information:

  • Wage:  $16.97/hour + Health and Welfare Benefit

  • Location: Grand Rapids, Michigan

  • Hours: Both full time and part time positions available –

  • Various shifts available for 24x7x365 coverage

Summary:

Technical Service Representatives (TSR) in this position will be responsible for providing over the phone and/or computer based (chat) support to a federal agency that is technical in nature.  The activities associated with this position include identification, prioritization and resolution of computer related problems. Via the phone and/or the computer, the TSR will perform general maintenance tasks and resolve less complex Information Technology (IT) problems immediately, while escalating the more complex IT issues to a higher level of support. During the course of work, the TSR will use problem management databases and/or proprietary help desk systems.

Minimum Hiring Requirements:

  • English language proficiency both spoken and written 

  • U.S. Citizen 

  • Good Credit History 

  • No criminal misdemeanor or felony record 

  • A solid working knowledge of computers systems, hardware and software

  • 6+ months of work experience in an IT help desk or IT support function

  • CompTIA A+, HDI Support Center Analyst or equivalent certification required

  • Equivalent or higher level certifications will be approved on a case-by-case basis

  • People with disabilities and Veterans are strongly encouraged to apply, and will be given preference in the hiring process 

Minimum Requisite Skills and Knowledge:

  • Excellent customer service skills

  • Ability to respond to requests for technical assistance via the phone and through other channels

  • Ability to diagnose and resolve technical hardware and software issues

  • Conduct research using the available resources to assist callers

  • Ability to advise callers of step-by-step process to resolve the user’s problem

  • Ability to determine which calls require attention and which require an escalation to a higher-level IT support using provided training and/or knowledge documents

  • Ability to prepare activity reports, track/log/route problems, issues, requests and document resolutions

  • Ability and desire to stay current with IT system information, changes, and updates

  • Ability to remotely access end user systems (using provided software) and perform corrective actions to resolve the user’s problem

  • Ability to reach service level requirements including but not limited to average talk time, call/ticket quality and first call resolution.

Key Competencies:

  • Oral and written communication skills

  • Fluency in English

  • Learning skills

  • Customer service orientation

  • Problem analysis and problem-solving

  • Ability to work independently and as part of a team

  • Adaptability

  • Planning and organization

  • Attention to detail

  • Stress tolerance

Training and Continuous Education:

This position will require initial training, on the job training, subsequent training and continuing education of which will be outlined and facilitated by the training department or some other approved means.  Some trainings will be required for the position while other training will be mandatory for consideration for advancement.

Security:

Many of the positions through the Business Services Division require a security clearance.  Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract.  The extent of the security and background check may vary by position.   Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate. To determine if you are a potential candidate for this position a review of the following may apply:

  • A criminal background/history inquiry

  • Employment verification

  • Drug screening

  • Credit history

The following may impact your ability to gain the required authorization:

  • Poor credit, bankruptcy in the past 2-3 years and/or delinquent payments

  • Previous termination from previous employment that involves theft or other negligent actions on your part

  • Drug or alcohol use

  • Failure to be honest when responding to the required Federal Security Clearance questions

  • Clearance investigations can/will go back as far as 7 years or more.

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty to a satisfactory level. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedural manuals and work instructions.  Additionally, the candidate selected must have the ability to speak and write clearly and effectively to the extent expected for the position.

Mathematical Skills:

The candidate selected must have the ability to calculate figures and amounts and have the ability to apply concepts of basic math.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form and the ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: 

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.  While performing the duties of this job, the individual will be required to multitask.  The employee will also be required to speak, listen, read, and use a computer simultaneously during their scheduled shift.  Individuals will be required to be mobile throughout the building.  Specific vision abilities required by this job include peripheral vision, and depth perception.

Work Environment: 

Individuals will work in the office for their scheduled shift.  TSRs will work individually, and therefore are required to work well independently; however, they will also be a member of a team and therefore must be able to work in a team atmosphere.  The tasks of the help desk are repetitive in nature.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Information:

The above job description describes the general nature and level of work to be performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

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.

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 and you will be directed to the ILRU Directory to find an agency in your area that can assist you

  • Email us at jobs@peckham.org

  • 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:

Business Services

Location:

Grand Rapids, MI

Worker Sub-Type:

Team MemberClick here to return to the main search page

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

Peckham participates in the E-Verify program. For more information please click follow this link​

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

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.

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