IT Desktop Support Technician
3 weeks ago
_*This is a 3-month contract working out of our Waukesha, WI office*_
Primarily responsible for supporting IT customers in the form of providing timely and enthusiastic remote support from our 24/7 call center environment. Customer Service and Communication skills are a must and critical to the success of this role.
*ESSENTIAL RESPONSIBILITIES*
*· *Interact with customers to provide and process information in response to inquiries, concerns, and requests
*· *Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
*· *Deliver service and support to end-users, including via remote connection or over the Internet
*· *Research required information using available resources
*· *Follow standard processes and procedures
*· *Accurately process and record call transactions using a computer and designated tracking software
*· *Organize ideas and communicate oral messages appropriate to listeners and situations
*· *Follow up and make scheduled call backs to customers where necessary
*· *Stay current with system information, changes and update
*· *Identifies troubleshooting techniques/step and documents all case information and updates as information becomes available via Healthy IT ticketing system
*· *Follows proper escalation procedures as defined by management
*· *Ensure customers receive prompt, accurate and courteous service
*REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES*
*· *Microsoft Certified Professional (MCP) or A+ Certified, preferred
*· *Experience with Microsoft (SQL Server, Exchange, Active Directory), Citrix, SonicWALL, Cisco, Meraki and VMware technologies
*· *Minimum of two (2) years customer service experience
*· *Significant experience configuring, maintaining, and troubleshooting all versions of Microsoft Windows operating system
*· *Office 365 Management
*· *Basic networking skills with experience in DNS, DHCP, Switching/Routing, and wireless technologies
*· *Experience with mobile device support (iPhone, Android, Windows Mobile)
*· *Must be a team player and build good working relationships across all functions
*· *Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high energy environment with a proactive focus
*· *Need to be flexible, adaptable, and possess creative problem-solving skills
*· *Must demonstrate strong written and verbal communication
*· *Ability to work late shift and/or on-call rotation
*· *Ability to bend, stoop & carry at least 50lbs
*· *Insurable driving record, current driver license and reliable transportation
*· *2 Year Associates or Bachelor’s degree in Information Technology or 3 years’ equivalent experience is required.
*· *Must be available to work on call hours and be flexible based on company needs.
INDCORP
Job Types: Full-time, Contract, Temporary
Benefits:
* 401(k) matching
* Dental insurance
* Health insurance
* Health savings account
* Paid time off
* Vision insurance
Experience level:
* 3 years
Schedule:
* 8 hour shift
* Monday to Friday
* Weekends as needed
Experience:
* IT: 2 years (Required)
Work Location: In person
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