Service Desk Technician I

Flexsteel•Dubuque, IA

9d•Hybrid

About The Position

This role provides support to users with various technical issues including Windows applications, computer performance and connectivity, smart phone technology, scanners and printers, security and authentication, Active Directory profile maintenance, and master data maintenance. The position also involves monitoring servers, network components, and storage performance, utilization, and availability, and escalating issues as necessary. Additionally, the role provides information to the organization during major system interruptions and maintains clear and helpful descriptions of events in the trouble ticket system. The Service Desk Technician I develops strong interpersonal communication skills with employees and contractors, manages multiple priorities, and executes tasks in a high-pressure environment. Participation in a rotation of after-hours Service Desk support is required. The role also assists in maintaining records and provisioning for hardware and software, monitors business system services, and provides flexibility for shift coverage. The ability to lift 50 lbs is required.

Requirements

College degree in Computer Science or equivalent is required.
1-Year experience working with and supporting Windows 10/11 in a multi-site environment.
Wi-Fi support experience is required.
In-depth knowledge of MS Office / O365 required.
Proven troubleshooting skills working with VPN.

Nice To Haves

SAP experience desired, S/4 preferred.
Experience supporting Windows Server and hands on knowledge of supporting DNS and DHCP, preferred.
Knowledge of ITIL methodology preferred.
Certifications for ITIL, MTA, MCSA, and/or CompTIA preferred.

Responsibilities

Provides assistance to users with issues and questions related to Windows applications, computer performance and connectivity, smart phone technology, scanners and printers, security and authentication, Active Directory profile maintenance, and master data maintenance.
Monitors servers, network components, and storage performance, utilization, and availability.
Informs and escalates issues as necessary.
Provides information to the organization during major system interruptions.
Provides clear and helpful descriptions of events in the trouble ticket system when handling and recording issues.
Develops and maintains strong interpersonal communication with employees and contractors.
Manages multiple priorities and executes tasks in a high-pressure environment.
Participates in rotation of after-hours Service Desk support.
Assists in maintaining records and provisioning for hardware and software, as instructed.
Monitors servers, network and SAN environments and records issues identified, as needed.
Helps mentor other team members on new technology skills.
Monitors business system services as needed, reviewing and actioning issues as directed to keep computer systems communicating.
Performs other duties as assigned.