IT Support Technician

WOW! Internet, Cable & Phone•Madison Heights, MI

5d•$45,000 - $55,000•Onsite

About The Position

The IT Support Technician exists to provide IT support for WOW! employees. The incumbent works closely with all departments (including the field) to support all information technology requirements. This is NOT a remote position and requires the employee to be IN-OFFICE in our Madison Heights, MI Office.

Requirements

A two-year degree in IT, computer science, or a business-related field preferred or equivalent combination of education and experience
2+ years relevant experience (with some experience preferably in a call center environment); or an equivalent combination of both education and experience
Understanding of basic Networking, including Routers, Switches, and Firewalls, Active Directory, and User Profile Security
Basic knowledge of modern windows desktop operating systems
Must be able to perform basic mathematical functions/calculations
Must possess excellent hardware and software troubleshooting skills, proven through previous work experience
Strong customer service skills are required
Must be capable of working in a self-directed fashion when necessary and able to set priorities within a given workload to meet project timelines
Strong organization skills are required, with demonstrated ability to effectively handle multiple priorities and tasks
Excellent interpersonal skills are required to establish effective working relationships
Must possess strong communication skills (both verbal and written).
Must be able to effectively communicate with all levels of employees, sometimes conveying technical information to non-technical employees
Must have a solid understanding of PCs and PC related hardware, LAN/WAN and Internet connectivity
Must possess strong knowledge of the following operating systems and other applications: Current windows operating systems and Microsoft Office products
Must have demonstrated understanding of desktops and laptops in a multi-site Windows Active Directory environment.
Experience receiving work from a ticketing system.
Regularly required to talk and hear
Required to use hands to type, handle objects and paperwork
Required to use close vision and be able to focus
Must be able to perform moderate mobility throughout WOW! offices
Must be able to sit for extended periods of time
Must be able to travel for business purposes on an occasional basis
Must be able to physically move and set up various computer equipment as required (50 lbs or more)
Must be flexible to adjust schedule to cover various shifts

Nice To Haves

Certifications in the following are strongly preferred: MCSA, MSCE, MCP
Server and Network Administration knowledge/experience a plus
Knowledge of ServiceNow is a plus.

Responsibilities

Provides Level 2 support and resolves escalations from the Level 1 ServiceDesk.
Independently resolve technical issues via Email, phone, remote console, onsite, and ticketing system, including installation, moves, troubleshooting, and upgrading physical hardware.
Performs printer installations and equipment moves as necessary.
Provides ongoing support for employee-owned and company approved personal mobile devices.
Manage user accounts, including modifying items, groups, and ensuring proper access within Windows Active Directory and associated systems.
Ensures employees have connectivity to business-critical applications.
Oversees onboarding and offboarding process, ensuring a smooth transition for new hires and departing employees.
Conducts training on new technologies.
Installs and Supports Commercial Off-the-Shelf end user applications, as well as other internal homegrown applications.
Installs OS and other application updates and patches.
Verifies and troubleshoots PC/Network cabling.
Rebuilds, maintains, and re-deploys PCs and Laptops to end-users.
Creates and maintains user phone extensions and voice mail boxes.
Provides education and assistance to equip end users with the skills related to the use of Email, Phones, etc.
Ensures all PCs are covered via up-to-date virus protection.
Creates and maintains documentation as appropriate on processes and procedures, administrative duties, security profiles, PC and Server inventories and statuses.
Provides night and weekend coverage as needed for maintenance and on-call schedules.
Performs all other duties as assigned.