Help Desk Support Technician

ADVENT • Wauwatosa, WI

13h • $56,000 - $84,000 • Onsite

About The Position

The IT Help Desk Technician is the central point of contact for IT issues, providing technical support so ADVENT can continue unlocking potential.

Requirements

• 2-3 years of experience in a Help Desk role
• Ability to work in a constantly changing fast paced environment
• Excellent verbal and written communication skills
• Comfortable working directly with end users, face to face and over the phone
• Ability to provide periodic after-hours support
• Basic knowledge of Networking Concepts (TCP/IP, routing, switching)
• Basic knowledge of Hardware for HP workstations and servers
• Basic knowledge of Mapped drives/shares
• Basic knowledge of Viruses or spyware removal
• Basic knowledge of Smartphone configuration and troubleshooting
• Basic knowledge of Setup of Outlook or other email clients, email archives
• Basic knowledge of Install and configuration of applications, printers & printer settings
• Basic knowledge of VPN and remote access solutions
• Basic knowledge of Microsoft Office software
• Valid driver's license
• Ability to travel up to 20%

Nice To Haves

• Active Directory and Group Policy (a plus)

Responsibilities

• Provide technical support for employees experiencing problems related to computer hardware, software, business unit applications, computer communications (LAN/WAN), and telephone problems
• Monitor and work within inbound service requests (tickets), answering incoming Help Desk calls, and escalate issue as necessary to ensure user's downtime due to technology issues is limited
• Analyze and resolve problems with a goal of 90% First Call Resolution
• Complete requests for password resets, user account creation, user account deletion, printer, hardware diagnostics, timely hardware, and software upgrades
• Assign users and computers to proper business groups in Active Directory
• Monitor and remove virus, spy ware and other non-authorized software
• Develop knowledge base articles
• Coach other help desk team members

Benefits

• 22 days of PTO (prorated your first year based on start date) & holiday pay
• Top-notch health, dental, and vision insurance with generous employer paid HRA account
• 401K Contribution

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed