IT Services Specialist (Green Bay, WI)

Nsight, Cellcom, GLAS, Nsight Telservices, Nsight Tower•Green Bay, WI

4d•Onsite

About The Position

The IT Services Specialist participates in the implementation and installation of IT services to business customers throughout the Nsight markets. IT services includes the configuration and maintenance of MS Windows servers, MS Windows workstations, WAN/LAN environments, Wi-Fi access points, anti-virus, business continuity systems, email filtering, web filter et. al. The specialist will also participate in structured cabling projects. The specialist responds to inquiries and requests for assistance with the customers’ computer systems or network equipment. The specialist identifies, analyzes, troubleshoots and resolves problems with the aim of eliminating recurrences. Coordinates with other Nsight technical teams including Nsight Engineering, Nsight Plant to resolve problems as necessary. The position involves documenting and maintaining computer systems and networks for multiple customers. The position also involves recommending (selling) solutions to that increase security or improve productivity for the customer. The specialist will leverage Lead Agent (Salesforce.com) and IT Glue to track work and document solutions.

Requirements

Associates degree or work equivalent
One year of experience installing and maintaining network systems, including firewalls/routers, switches, and access points.
One year of experience with MS Windows server operating and application systems.
One year of experience with MS Windows workstation operating and application systems including Microsoft offices suite and MS Office O365 cloud environment.
One year of experience applying anti-virus, web filtering, email filtering and business continuity systems.
One year experience doing structured cabling.
Valid driver’s License required.

Nice To Haves

Bachelors degree (B.A/B.S.)
3 years of experience in all required technical skills.
Experience with Microsoft architecture specifically with Microsoft Active Directory.
Microsoft, Cisco, VM Ware, CompTIA A+ and other professional certifications.

Responsibilities

Acts as the primary point of contact for customers.
Understands and supports customer goals and priorities.
Maintains a customer-first mindset.
Handles complaints, problems, and difficult situations professionally and positively.
Identifies customer needs and objectives.
Recommends appropriate technology solutions such as laptops, desktops, wireless access points, and backup systems.
Keeps customers, managers, and team members informed about issues, trends, delays, and scheduled outages.
Provides regular updates on unresolved support requests.
Tracks work accurately using Salesforce (Lead Agent).
Maintains customer documentation in IT Glue.
Leads troubleshooting efforts and coordinates with vendors and support teams when needed.
Serves as an escalation resource for complex issues.
Supports core technologies including Microsoft Office, Windows operating systems, hardware, remote access, and diagnostics.
Focuses on identifying root causes and preventing recurring problems.
Encourages effective and efficient use of technology.
Completes assigned tasks on time and within budget.
Recognizes and addresses unrealistic deadlines or project expectations.
Stays current with technologies used in customer environments.
Provides customers with training and education on products and services.
Performs other related responsibilities as assigned or required.