Address
Form of workLocation: Central
Position: IT Service Desk Specialist
Reports To: Director, Technical Services
Date: 1/12/2023
JOB SUMMARY
Wis-Pak is actively seeking an IT Service Desk Analyst. As a team member of the internal IT Team, this position will be key in supporting the company with desktop/laptop, mobile devices, Office 365, collaboration tools, cloud-based telephony tools, infrastructure, and much more.
The ideal candidate will be hands-on with excellent communication skills, have a positive can help attitude, willingness to learn our toolsets, address many different challenges on a given day, and a clear ability to work with internal customers using outstanding customer service. The ability to prioritize and balance end user requests and documentation with forward motion is a must.
This position focuses on customer service in the support of standard PC systems, operating systems, and technical services in a growing, dynamic environment. Excellent customer service success is a must for applicants to be considered.
This position resides in our Watertown, WI office, with a mixture of onsite and remote (work from home), which will be subject to change as we get back to work in the office. Typical office hours are 8:00AM - 5:00PM M-F. Willing to work after hours and the occasional weekends support issue as necessary is required.
Must have personality traits:
• A growth mindset.
• Superior customer service skills.
• Self-motivated - minimal supervision required.
• Excel and enjoy of learning new environments.
• Experience with working with all sorts of personalities.
• Clear aptitude to make decisions within established boundaries and communication with all levels of the organization.
• Willingness to wear multiple hats and jump in when necessary to help the team.
• Innovative problem-solving skills that lead to production quality corporate standard solutions.
• Excellent written and verbal communication skills.
• Focus on achieving results; persists at tasks despite difficulties.
• Ability to lift and move equipment weighing up to 25 pounds.
Experience and skillset we are looking for:
• Minimum of 2-5 years IT helpdesk service experience.
• 2 years of hands on repair and building of desktops/laptops from images.
• Advanced experience in troubleshooting and supporting Windows 10 systems.
• Experience with Active Directory / Azure Active Directory; specifically setting up new users, resetting passwords, etc.
• Experience supporting Microsoft Office 365 (Email, OneDrive, SharePoint, Teams).
• Experience supporting Microsoft Office tools (Outlook, Word, Excel, etc.).
• Experience with LAN/WAN environments and setup.
• Experience with hardware & software support for peripherals like printers, scanners, various USB devices.
• Experience with a variety of endpoint protection systems/software sets.
• Experience using a Service Desk / ticketing system.
• Comfortable taking multiple calls and entering as tickets into our ticketing system.
• Ability to provide remote phone support to internal customers while not on location (VPN, remote control, etc.).
• Experience performing adds, moves, and changes to include moving of PC's, laptops, VoIP phones.
• Experience with a variety of collaboration tools (Teams, Zoom, GTM, etc).
- Excellent ticket management skills
- Exceptional ability to manage ticket queue
- Ability to author knowledgebase articles and provide customer training
• Technical certifications (Microsoft/CompTIA) a plus.
• Experience with MDM/InTune a plus.
Location:
This position is based out of Watertown WI. Applicants must be willing to work onsite as required, as well as remotely.
JOB DISCLAIMER
This list of job duties and responsibilities is not intended to be all inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.
Equal Opportunity Employer
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