Systems Support Specialist I

Generac Power Systems - Waukesha, WI

Full-time - Entry Level

Waukesha, WI

Electrical Equipment, Appliance, and Component Manufacturing

About the position

The Systems Support Specialist I at Generac Power Systems is responsible for providing help desk support, focusing on achieving a high first call resolution rate for reported incidents. This role involves troubleshooting and resolving issues related to PCs, printers, phones, and other infrastructure components in both office and manufacturing environments. The position requires effective communication and problem-solving skills to ensure customer satisfaction and system performance.

Responsibilities

• Provide verbal and remote support by installing, diagnosing, repairing, maintaining, and upgrading laptops, software, desktops, phones, printers, and peripherals.
• Share incoming call queue to achieve a > 50% first call resolution on reported help desk incidents.
• Create knowledge base documentation on new issues resolved and troubleshooting steps attempted.
• Maintain asset inventory of software and hardware through the asset management tool set.
• Follow operational standards for reporting, monitoring, troubleshooting, and sourcing issues.
• Ensure all configurations and specifications comply with IT policies and security parameters.
• Perform assigned tasks with minimal supervision and manage efforts based on proper prioritization.

Requirements

• High School Diploma; Associates or Bachelor's degree preferred.
• Microsoft Certified Systems Engineer and Microsoft Certified Technology Specialist certifications preferred.
• 2 years of experience in troubleshooting PCs, printers, phones, and infrastructure issues.
• Knowledge of Microsoft Windows 7/10 OS, Office 2010/2016, O365, network printing, and active directory services.
• Solid understanding of networking, wireless, and telecommunication fundamentals.
• Strong problem-solving skills and effective customer service communication.

Nice-to-haves

• Experience in a fast-paced environment requiring maximum system performance and minimum downtime.
• Willingness to actively contribute in a team environment.