Service Desk Tech I

ETE REMAN•Milwaukee, WI

About The Position

The Service Desk Technician - Level I is responsible for ensuring a smooth and accurate delivery of technology services throughout the organization. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. The Service Desk Technician – Level I is also responsible for making sure that internal customers receive timely feedback on their help ticket and have a positive customer experience. About ETE REMAN ETE REMAN is the largest independent aftermarket automatic transmission remanufacturer in the United States. Based in Milwaukee, Wisconsin, we’ve been rebuilding transmissions since 1985 — and we’re still growing strong. With more than 800 team members, ETE REMAN is a place where people can build their career, learn new skills, and be part of a team that wins together. Why Choose ETE REMAN? The demand for our transmissions remains strong no matter the economy. Our work reduces waste, keeps vehicles on the road, and helps customers save money. ETE REMAN is for people who take pride in their work and want to create something real. We’re a team that values quality, honesty, and getting better every single day. You’ll find opportunity here — if you’re ready to learn, grow, and go all-in. The pace is fast. The expectations are high. And the roadmap? You’ll help draw it. We’re growing quickly, built to last through any market, and still grounded in our family-owned roots. That means you get the best of both worlds — a tight-knit, no-nonsense culture with room to advance and make your mark. Company Expectations At ETE REMAN, we expect every team member to: Bring a positive attitude and support your teammates Focus on quality and keep customer satisfaction at the center of everything you do Follow established policies and processes, while staying flexible as things evolve Show up on time, stay engaged, and work with passion, urgency, and focus Aim to not only meet but exceed goals Make continuous improvement a daily goal

Requirements

Certifications and/or Associates degree (any area of IT) or applicable work experience
At least two (2) years of experience in Help Desk preferred
Strong experience working with all levels of server operating systems
Very knowledgeable in application support for Office 365
Ability to work effectively with diverse populations and educational levels
Exceptional communication skills, both verbal and written. Positive attitude.

Nice To Haves

Certifications in ITIL/A+/Net+/Comp TIA is very desirable

Responsibilities

Analyze and help resolve IT helpdesk tickets.
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Build rapport and elicit problem details from service desk customers.
Prioritize incidents and service requests according to defined processes to meet defined Service Level Agreements (SLA’s).
Escalate incidents with accurate documentation to suitable technician, when required.
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Use remote tools and diagnostic utilities to aid in troubleshooting. Research solutions through internal and external knowledgebase as needed.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and other peripherals.
Test fixes to ensure an incident has been adequately resolved.
Develop and implement documentation for best practices and recommended user guides.
Live and promote ETE Reman’s core values.
Understands ETE core values and leads by example.