IT Help Desk Level I

Created 36 years ago, the PCA Group of Companies (PCA) is a privately-owned, global beauty holding company. Currently being led by the founders and the next generation of the family, the Group spans ~1500 employees in 5 geographic locations around the world, focused on omnichannel distribution and fulfillment for the beauty category. Multiple subsidiaries with a distinct leadership, business direction, and separate financial structure.

Position Summary
The IT Help Desk Level 1 Technician is responsible for providing first-line technical support to employees across the organization. This role handles day-to-day help desk requests, troubleshooting, hardware/software support, user account assistance, device setup, and ticket documentation. The IT Help Desk Level 1 Technician works under the direction of senior IT staff and escalates complex issues when needed.

This is an in-person position based in Ronkonkoma, NY.

Working hours are 9:00 AM - 6:00 PM, Monday - Friday.

Key Responsibilities:

• Respond to help desk tickets, emails, calls, and walk-up support requests in a timely and professional manner
• Provide first-level troubleshooting for desktops, laptops, printers, scanners, mobile devices, phones, and basic network connectivity issues
• Assist users with Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and common business applications
• Set up, image, deploy, and replace employee workstations, monitors, peripherals, and other IT equipment
• Assist with onboarding and offboarding tasks, including account setup, equipment preparation, and access removal under approved procedures
• Troubleshoot basic Active Directory account issues such as password resets, account lockouts, group membership requests, and profile issues
• Document all work clearly in the ticketing system, including troubleshooting steps, resolutions, and escalation notes
• Escalate unresolved or advanced technical issues to Level 2, systems, network, or security staff
• Follow IT security policies, access control procedures, and change management requirements
• Maintain IT inventory records for assigned equipment
• Assist with basic software installation and updates according to company standards
• Provide remote support to users through approved remote access tools
• Maintain a professional and helpful attitude when supporting end users
• Conduct onsite visits to various locations as needed

Qualifications:

• Associate or bachelor's degree in information technology, Computer Science, or a related field is preferred
• Basic knowledge of Windows 10/11
• Basic understanding of Microsoft Office and Microsoft 365
• Familiarity with Active Directory user account basics
• Basic networking knowledge, including Wi-Fi, IP addresses, DNS, and VPN
• Ability to troubleshoot common desktop, printer, and application issues
• Strong communication and customer service skills
• Ability to follow documented procedures
• Good notetaking and ticket documentation habits
• Ability to lift and move IT equipment when needed
• Experience with help desk or ticketing systems
• Experience with imaging or deploying laptops/desktops
• Experience supporting Microsoft Teams, Outlook, OneDrive, and SharePoint

Certifications:

• CompTIA A+, Network+, or similar certification (Preferred)

What we offer:

• Phenomenal discounts on products within the beauty industry and beyond
• Medical, Dental, and Vision along with supplemental benefits available after 60 days
• 401 (k) available after 1 year of service with up to a 4% match
• 12 days PTO and Paid Holidays
• Salary is commensurate upon experience, $20 - $22 per hour

Equal Employment Opportunity Statement

The PCA Group of Companies is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, creed, religion or belief, national or ethnic origin, citizenship status, marital or domestic partnership status, sexual orientation, sex, gender identity or expression, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local law. We recognize and value the benefits of a diverse workforce.