Help Desk Technician I

SKYGEN•Menomonee Falls, WI

11d•Hybrid

About The Position

This role is responsible for supporting internal end users and external consultants with issues related to software, hardware, telecommunications, printing, faxing, and wireless technologies. The technician will troubleshoot and resolve issues professionally, utilize internal systems for request processing and resolution documentation, and contribute to improving end-user experiences through system builds, updates, and equipment configuration. The position requires acquiring new technical skills, documenting resolutions, and coordinating with other IT teams.

Requirements

A minimum of one year of help desk experience is required for consideration.
Currently pursuing an Associate or Bachelor’s Degree or a 2 year degree or Certification in A+ and Network +.
0 – 6 months of experience in a Helpdesk role using a helpdesk ticketing system.
Ability to physically work in the Menomonee Falls office 2 to 3 days per week
Knowledge of Microsoft Windows 10.
Knowledge of Microsoft 2016 or higher.
Ability to support end user systems throughout the operating life cycle (deployment, upgrades, ongoing support, removal from service and disposal).
Knowledge of Active Directory, Exchange, and VMware environments.
Knowledge of PC Hardware Systems, general interface and mobile/smart devices.

Nice To Haves

Associate or Bachelor’s Degree in Information Technology and in related area with 1-2 years of experience in the field.
Certification in Microsoft Desktop Operating System and/or Microsoft Office (2016 to current).
1 – 2 years of experience in a Helpdesk or Support role.
Knowledge and ability to use ticketing systems.
Knowledge of a network design and equipment, Active Directory functionality and utilization, and package deployments in a Microsoft environment.
Experience in an environments that utilizes a VoIP phone system and VMware.
Knowledge and familiarity with support process standards (i.e. ITIL) as pertains to role.
Knowledge of basic system administration (file permissions, access levels, and why machines talk to the domain controllers).

Responsibilities

Provide initial support to both remote and onsite end users on all internally used software applications, hardware, mobile and telecommunication devices, wireless and peripheral equipment (printers, fax solutions, AP’s, etc.).
Ensure new hires are correctly set up by creating user network accounts, email mailboxes, assigning to network security groups, assigning standard and Customer Care agent phone access, etc.
Procure necessary equipment from onsite ITAM team and then configure and install hardware for all telecommuting employees.
Work in conjunction with Shipping and Receiving Associate to ship out all necessary equipment to new telecommuting employees.
Coordinate and implement various solutions to improve end user experiences such as new system builds, updates to systems, software, moving a user’s equipment to a new onsite location or rearranging the equipment at the user’s desk.
Demonstrate strong troubleshooting and analytical skills, including leveraging available reference and resolution resources to assist with issue resolution as appropriate.
Contribute to resolution documentation (knowledge base) available to the team and maintain or update existing resolution documentation as appropriate.
Utilize internal customer help desk ticketing system by monitoring and taking ownership of incoming requests, and management of end-user resolutions in a timely manner or escalating for assistance from other areas for resolution, thereby maintaining detailed and accurate notes in ticketing system regarding resolution.
Communicate purchasing needs to appropriate internal team members to ensure hardware levels are maintained and are available for new and current employees.
Acquire new technical skills by leveraging available resources including training materials and taking ownership of projects that require developing new technical skills.
Communicate and coordinate with second and third level team members and management to ensure strategic decisions complement future network and server implementation strategies, while meeting current and future business requirements.