Help Desk Technician I

SKYGEN•Menomonee Falls, WI

2d•Hybrid

About The Position

This role is responsible for supporting internal end users and external consultants with routine issues related to software, hardware, telecommunications, printing, faxing, and wireless technologies. The technician will troubleshoot and resolve issues in a positive and professional manner, utilizing internal systems to process requests and document resolutions. The position is based in Menomonee Falls, Wisconsin, and offers a hybrid working environment, allowing one day of remote work per week.

Requirements

A minimum of one year of help desk experience is required for consideration.
HS Diploma and additional education (i.e. Certification in A+ and/or Network +).
0 – 6 months of experience in a Helpdesk role using a helpdesk ticketing system.
Ability to physically work in the Menomonee Falls office.
Knowledge of current version of Microsoft Windows.
Knowledge of Microsoft Office Suite.
Strong troubleshooting and analysis skills.
Ability to support end user systems throughout the operating life cycle (deployment, upgrades, ongoing support, etc.).
Knowledge of Active Directory and O365.
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.
1 – 2 years of experience in a Helpdesk or Support role.
Knowledge and ability to use ticketing systems.
Knowledge of network design and equipment, Active Directory functionality and utilization, and package deployments in a Microsoft environment.
Experience in an environment that utilizes a VoIP phone system and VMware.
Knowledge and familiarity with support process standards (i.e. ITIL) as it pertains to the role.
Knowledge of basic system administration (file permissions, access levels, and why machines talk to the domain controllers).
Knowledge of Intune

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, setting up standard and Customer Care agent phone access, etc.
Provide ITAM with list of requested equipment for new and existing employees.
Receive necessary equipment from onsite ITAM team and then configure and install hardware for all employees.
Coordinate with end users to implement routine solutions including new system builds, running approved system updates, installing software, moving a user’s equipment to a new onsite location or rearranging the equipment at the user’s desk.
Use 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 the internal help desk ticketing system to monitor and manage incoming support requests.
Take ownership of incident to resolution or coordinate assistance/escalation to appropriate teams when required.
Maintain detailed, accurate ticket documentation and ensure timely communication and resolution for end users.
Acquire new technical skills by leveraging available resources including training materials as well as participating in projects that require developing new technical skills.
Assist Network Administration team members as needed by performing projects and tasks as assigned by the Help Desk Manager.
Actively participate with the team in recommending solutions to issues that would improve current end user experiences.