Help Desk Specialist I

Foundation Finance Company, LLC • Rothschild, WI

7d • Hybrid

About The Position

The Help Desk Specialist supports staff by resolving hardware and software issues, providing support to end users and their devices, and providing technical assistance and support related to computer systems and various IT equipment. This role involves troubleshooting complex technical issues, maintaining a ticket queue, ensuring adherence to department SLAs, creating training documentation, responding to IT equipment and application queries, resolving network issues, coordinating hardware/software installations and maintenance, and collaborating with other IT personnel. The position requires a strong team player attitude, the ability to work under stress and deadlines, and maintain concentration and accuracy.

Requirements

• Associates degree in Computer Science, Information Technology, Business Technology, or related field of study, or equivalent work experience.
• Knowledge of Spreadsheet software; Word Processing software and Internet software.
• Strong typing skills.
• Strong attention to detail.
• Professional phone presence and excellent verbal and written communication skills.

Nice To Haves

• A+ certification or similar designation is a plus.

Responsibilities

• Troubleshoots complex technical issues and provides timely and effective solutions.
• Assist in maintaining ticket queue by thoroughly and efficiently processing requests and providing documentation of resolution within the ticket.
• Ensure call handling, email communication, and other electronic communications are processed according to department SLA’s and policies.
• Create training documentation for end users; prepare required/needed documentation for operational desktop software, system software, and device hardware, and effectively assist/train associates on complicated issues.
• Respond to queries related to IT equipment and applications and run diagnostic programs to isolate issues and implement solutions.
• Follow up with staff to ensure incidents are resolved, requests are filled, and customer communication is complete.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Coordinate the installation, repair, and upgrades of various computer hardware, software, and peripherals for users and perform Preventative Maintenance (PM) on end user devices within scheduled periods.
• Ensure the highest standards of customer service are maintained in accordance with policies and procedures set for by Foundation Finance Company and be a strong team player willing to work with and assist team members and end users.
• Collaborate with other internal IT department personnel to provide support on issues that are outside the scope of their knowledge or expertise.
• Other duties as assigned by management.
• Must be able to come to work promptly and regularly.
• Must be able to take direction and work well with others.
• Must be able to work under the stress of deadlines.
• Must be able to concentrate and perform accurately.
• Must be able to react to change productively.

Benefits

• Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts).
• 401(k) with company match enrollment on day-one.
• Paid, Sick and Volunteer Time Off
• Paid Parental Leave Options
• Employer Paid Life and Disability
• Wellbeing on Demand Program
• Flexible Work Environment with a casual dress code

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree