Service Desk Support Technician II

Rosen's Diversified, Inc. • Green Bay, WI

1d • Hybrid

About The Position

This role serves as the primary point of contact for IT support, responding to various requests via phone, email, and direct personnel contact. The technician will manage service desk ticket queues, document support and diagnostic activities, and escalate issues as needed. A key aspect of the role involves fostering collaboration with other IT support team members to ensure prompt issue resolution. The position requires monitoring ticket progress, keeping customers informed, and delivering excellent customer service. Responsibilities include providing remote support for desktops, laptops, mobile devices, printers, handheld scanners, peripheral devices, and all IT-approved software applications. The technician will also be responsible for creating and maintaining documentation, and providing detailed guidance to users on the effective use of IT systems, products, and services. The role relies on established guidelines and instructions to perform its functions and may require in-person support, including occasional travel to offices and plants in Wisconsin and Minnesota.

Requirements

• Associate’s degree in information technology, computer science, or related discipline.
• 2+ years of experience in a service desk role or related experience.
• Strong organizational skills with exceptional follow through and attention to detail.
• Strong time-management and prioritization skills, able to multi-task and prioritize competing requirements and meet deadlines.
• Ability to work in a fast-paced team environment where requirements are constantly changing.

Nice To Haves

• Relevant industry recognized certifications (HDI Support Center Analyst, CompTIA A+, ITIL foundation, etc.)

Responsibilities

• Serve as the primary point of contact for IT by responding to telephone calls, email, and personnel requests for technical support.
• Review service desk ticket queues, document support and diagnostic activities, and escalate issues as required.
• Promote cross-team relationships with other IT support team members to facilitate timely responses and resolutions.
• Monitor progress and keep customers informed while providing excellent customer service.
• Provide general remote support for desktops, laptops, mobile devices, printers, handheld scanners, and peripheral devices.
• Provide general remote support for all IT approved software applications.
• Create and maintain documentation.
• Provide detailed personal advice and guidance to all users in the effective use of systems, products, and services available to them.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Provide in-person support, and occasional travel to other offices and plants located in Wisconsin and/or Minnesota.

Benefits

• Excellent health and welfare benefits including but not limited to medical, dental, vision, disability, and a variety of voluntary benefit options.
• 401(k) benefits with annual company match for eligible employees.
• Professional and personal development programs including Career and Learning Paths providing opportunities for advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree