Help Desk Associate

Building Automation Products, Inc. (BAPI)•Gays Mills, WI

About The Position

Building Automation Products, Inc (BAPI) is a company that promotes work life balance. BAPI is a family owned business with a global presence. Position Summary: The IT Help Desk Associate adds value to BAPI and the IT/IS Team by being the first point of contact for BAPI Teammates to provide technical support and assistance to resolve computer problems related to software and hardware issues. The Help Desk Associate will troubleshoot and solve problems related to BAPI’s hardware, internal computer network and network connectivity. The IT Help Desk Associate will maintain and setup equipment, monitor, assign, and resolve help desk tickets.

Requirements

Bachelor’s Degree in Computer Science or equivalent knowledge and/or experience
Minimum of 2 years’ experience in Help Desk
Tech savvy with working knowledge of office automation products, databases and remote control
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues

Responsibilities

Monitor, Assign and Resolve Help Desk Tickets
Trouble shoot hardware issues including but not limited to scanners, tablets, printers, and laptops and connectivity issues
Receive and respond to incoming calls, or e-mails, regarding network operations and/or problems
Serve as the first point of contact for employees (customer) seeking technical assistance over the phone, via email, video or other electronic means
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
IT Onboarding and Off-boarding for employees
Onboard employees IT network, software and hardware needs to assure they have proper access and equipment.
Set up new employees with appropriate access, which includes but not limited to email, software, telephone, network access.
Off-board employees to remove access to network, software and employees assigned hardware is identified so employee’s manager or HR can obtain proper equipment.
Maintaining and setup of equipment and workstations
Telecommunication configuration, maintenance, and troubleshooting
Service equipment which includes but not limited to cleaning computers, resetting equipment for deployment
Update and maintain IT inventory management system
Set up new workstations/terminals
Maintains industry knowledge by attending educational workshops or classes; reviewing related publications; establishing networks.
Contributes to team effort by accomplishing related results as needed, including special projects and tasks as delegated supervisor.