IT Operations Specialist

ShopKo, Inc.•Green Bay, WI

41d•Onsite

About The Position

Responsible for addressing technology-related issues from internal customers. Install, support, and maintain the operation of PCs, peripherals, and applications for all end users in Fielmann USA corporate offices and remotely for all stores.

Requirements

Bachelor's degree in computer science, information technology, business administration or related field. An alternative degree with equivalent education, experience, and training may be considered
3+ years demonstrated help desk experience
Strong working knowledge of Windows 11 desktop administration, maintenance, and troubleshooting
Experience with help desk support systems, Microsoft SCCM Server, and project management
Knowledge of internet browsers, proxies, and anti-virus/malware products
Excellent phone manners and customer service skills
Strong interpersonal relationship skills
Ability to maintain strict confidentiality
Ability to work independently for extended periods of time
Strong written and verbal communication skills
Strong analytical and problem-solving skills
Able to prioritize work and manage multiple activities simultaneously
Proficiency in Microsoft Office Suite of programs
Able to participate in on-call rotation for system issues and questions that occur outside of normal business hours
Ability to effectively communicate at all levels within the organization through written and two-way verbal communication
Able to sit or stand for extended periods of time
Able to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)
Able to read and write at a high school graduate level
Able to lift 10 to 20 pounds
Able to view/read computer screen for extended periods of time
Able to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines
Able to travel independently to support Company objectives and personal development

Nice To Haves

A+ and N+ Certifications as well as additional MCP Certifications are highly desirable
Experience with desktop firewall and client VPN software is a plus

Responsibilities

Provide technical support for hardware or software to internal and external customers
Learn and teach all hardware operations and software packages
Solve problems directly or forward on to a teammate who can resolve. Opportunities include password resets, new hire setup, register errors, hardware issues, simple software or operating system issues, and scanner errors
Utilize help desk software that provides the means to document issues with all information pertinent to resolution and why the incident was closed. Track the problem until it is resolved
Follow defined processes for setting up new systems
Provide leadership with information regarding support activities
Follow up with internal and external customers to ensure issue resolution as assigned by leadership (quality surveys, etc.)
Be the customer advocate and strive to ensure customers have the best possible experience using our technology, tools, and support services
Maintain a clear understanding of Fielmann USA goals and practice proper policies and procedures
Perform additional tasks as assigned by manager and/or senior leadership