IT Service Desk Technician I

Milwaukee Tool•Brookfield, WI

About The Position

IT Service Desk Technician 1 Applicants must be authorized to work in the U.S.; Sponsorship is not available for this position. INNOVATE without boundaries! At Milwaukee Tool we firmly believe that our People and our Culture are the secrets to our success -- so we give you unlimited access to everything you need to provide support to your business unit. Behind our doors you'll be empowered every day to own it, drive it, and do what it takes to support the biggest breakthroughs in the industry. Meanwhile, you'll have the support and resources of the fastest-growing brand in the construction industry to make it happen. Your Role on Our Team: As an IT Service Desk Technician 1, you will be the primary IT contact for the Milwaukee Tool Business for all Level 1 / Level 2 and escalations from our Production Support team. This incldudes managing IT requests via walk ups, phone calls and ticket ques. You'll deliver exceptional customer service by troubleshooting and collaborating across support teams to resolve end user issues encompassing access, hardware (mobile, laptop, printer, etc.), and software-related problems. You’ll be DISRUPTIVE through these duties and responsibilities: Work to evaluate and resolve technical problems for assigned and escalated service tickets Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements. Applies critical thinking to see incidents and issues to resolution Support both on-site and remote employees using remote administration tools and channels of intake (Tickets, Phone Calls, Messaging etc). Deploy hardware and software leveraging automated processes Coordinate and transition support items to other IT teams when required, following escalation procedures. Perform Account administrative functions to include account creation, password resets, group membership modification, group policy application/troubleshooting utilizing both Cloud and on prem tools. Comply with established procedures and work collaboratively with IT staff to ensure a robust, stable computing environment Demonstrated competency in supporting Windows operating systems Provide mobile device support for Apple iOS, Android operating systems Ability to travel to other Milwaukee Tool locations on occasion. Manage local vendor relationships for network, telecommunications, and AV support. Log all support actives in ITSM system Collaborate with Tier 2/3 personnel and management to propose technology recommendations and implement data-driven changes. Additional tasks as delegated

Requirements

1-2 or more years of previous IT Support
Outstanding written and verbal communication and documentation skills, with a service-oriented mindset
Demonstrated ability to multi-task and manage competing priorities
Strong customer service mindset
Demonstrated MS Office, Windows 10/11 & General mobile device experience (iOS/ Android)

Nice To Haves

Experience with ITIL Practices and or Certification
CompTIA +
Highly collaborative team member capable of functioning effectively in both project and support models, working with a diverse range of individuals spanning various business units.

Responsibilities

Work to evaluate and resolve technical problems for assigned and escalated service tickets
Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
Applies critical thinking to see incidents and issues to resolution
Support both on-site and remote employees using remote administration tools and channels of intake (Tickets, Phone Calls, Messaging etc).
Deploy hardware and software leveraging automated processes
Coordinate and transition support items to other IT teams when required, following escalation procedures.
Perform Account administrative functions to include account creation, password resets, group membership modification, group policy application/troubleshooting utilizing both Cloud and on prem tools.
Comply with established procedures and work collaboratively with IT staff to ensure a robust, stable computing environment
Demonstrated competency in supporting Windows operating systems
Provide mobile device support for Apple iOS, Android operating systems
Ability to travel to other Milwaukee Tool locations on occasion.
Manage local vendor relationships for network, telecommunications, and AV support.
Log all support actives in ITSM system
Collaborate with Tier 2/3 personnel and management to propose technology recommendations and implement data-driven changes.
Additional tasks as delegated