Service Desk Technician

Apogee • Wausau, WI

7d

About The Position

The Service Desk Analyst utilizes their knowledge of technology to provide enterprise-wide support to Apogee Enterprises. The position requires technical knowledge to quickly identify, diagnose and troubleshoot end-user support issues to ensure they are successfully resolved to the customers’ satisfaction and in accordance with the department's Service Level Agreements and Apogee technology standards.

Requirements

• Associates or Bachelors degree in Computer Science or equivalent highly desired (certification in a technical discipline will be considered).
• 1+ years of working experience in a Service Desk/Help Desk environment.
• 1+ years of working experience with Microsoft operating systems and other applications (experience working with Windows 7 preferred).
• Working knowledge of networks.
• Working knowledge of IOS based products.
• Extremely strong client service orientation.
• Strong written and verbal communications skills; ability to communicate and interact at all levels of the organization.
• Ability to work under pressure in order to meet deadlines; flexible and quickly adaptable to changing priorities.
• Ability to present information in a manner that can be understood by non-technical staff.
• Demonstrated problem solving skills are required.
• The position will require original and independent thinking to drive all issues through to resolution.
• Ability to work flexible hours as needed.
• Ability to lift and move equipment weighing up to 50 pounds.
• Availability to travel up to 10%.

Nice To Haves

• Project skills and experience a plus.

Responsibilities

• Provide end-user support for all IT-related services.
• Ensure service requests are acknowledged and resolved in a timely manner with a high degree of customer service and technical expertise.
• Follow the established Service Desk processes to respond to end-user requests, create detailed work tickets and resolve or escalate issues as appropriate.
• Provide day-to-day support for user endpoints including, but not limited to, desktops, laptops, printers, mobile devices, AV and VoIP equipment, as well as standard software applications.
• Set up new users (hardware, client, system access, telephone, etc.) and maintain user access to systems (reset passwords, disable access, etc.).
• Maintain an accurate inventory of all equipment, software and software licenses.
• Provide on-call support for off hours as needed.
• Continuously learn features and functionality of the latest standard software and hardware releases.
• Provide input regarding business requirements and/or specifications for user endpoint projects and rollouts.
• Pilot test and work to resolve any issues with the new technology as assigned.
• Participate in rolling out new products to end users, including training and follow-up support.
• Author, contribute to and publish support-related documentation to internal knowledge-base.

Benefits

• Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)
• Incentive Plans
• 401(k) with employer contribution and match
• Employee Stock Purchase Plan with employer match
• Paid Time Off (Vacation and Sick Time)
• Paid Holidays
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Wellness Program
• Training and Career Progression

What This Job Offers

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