Service Desk Technician I

Flexsteel Industries Inc.•Dubuque, IA

10d•Onsite

About The Position

This role provides technical support to users, addressing issues with Windows applications, computer performance, connectivity, smart phones, scanners, printers, security, authentication, Active Directory, and master data maintenance. The position also involves monitoring servers, network components, and storage for performance, utilization, and availability, escalating issues as needed, and communicating system interruptions to the organization. Responsibilities include documenting events in the trouble ticket system, maintaining strong communication with employees and contractors, managing multiple priorities in a high-pressure environment, and participating in after-hours support rotation. Additionally, the role assists in maintaining hardware and software records, monitoring business system services, mentoring team members, and providing flexibility for shift coverage.

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 an Wi-Fi support 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

Provide assistance to users with Windows application issues and questions, computer performance and connectivity, smart phone technology, scanners and printers, security and authentication, active directory profile maintenance and master data maintenance.
Monitor servers, network components and storage performance, utilization and availability.
Inform and escalate issues as necessary.
Provide information to the organization during major system interruptions.
Provide clear and helpful descriptions of events in trouble ticket system when handling and recording issues.
Develop and maintain strong interpersonal communication with employees and contractors.
Manage multiple priorities and execute tasks in a high-pressure environment.
Participate in rotation of after-hours Service Desk support.
Assist in maintaining records and provisioning for hardware and software, as instructed.
Monitor servers, network and SAN environments and record issues identified, as needed.
Help mentor other team members on new technology skills.
Monitor business system services as needed, reviewing and actioning issues as directed to keep computer systems communicating.
Flexibility for shift coverage as needed.
Perform other duties as assigned.