Corporate Technology Support Specialist

2 weeks ago

Madison, Wisconsin, United States Great Wolf Resorts Full time
Overview: This Corporate Technology Support Specialist acts as the primary liaison in our corporate office for all level 1 and 2 technical issues. The role is pivotal in aligning business goals with team members and management while serving as a point of escalation for more complex challenges that may impact our corporate operations. The ideal candidate is a highly motivated, dedicated, and personable technology professional who facilitates support requests from fellow team members. The candidate must demonstrate the ability to work independently as well as collaboratively with the technology team on various projects with minimal oversight. Our Corporate Technology Support Specialist is responsible for managing daily support requests assigned to them and assisting peers with any unassigned service requests. A strong commitment to delivering exceptional technology solutions and the highest levels of customer service, with a focus on consumer advocacy, is essential.

Key Responsibilities:
  • Maintain comprehensive knowledge and understanding of our technologies, hosted applications, and services.
  • Possess deep knowledge of Active Directory, including user account creation and maintenance, password resets, and distribution list management.
  • Provide local support for all software applications, hardware, and technology solutions utilized by our team.
  • Consult with management for technology guidance when necessary.
  • Collect, analyze, and track trends and metrics in collaboration with leadership and the enterprise technology team to develop and implement long-term solutions for technology challenges.
  • Identify training and coaching opportunities for individual and team business partners by standardizing undocumented processes, knowledge bases, and best practice guides.
  • Effectively communicate complex technical information to both technical and non-technical users.
  • Collaborate with management to identify opportunities where technology solutions can address business challenges.
  • Support enterprise deployments of new technology solutions.
  • Provide assistance for distributed enterprise locations and technologies when feasible.
  • Instill confidence in our infrastructure, processes, and personnel among clients.
  • Offer on-call after-hours support on a rotating schedule with other engineers.
  • Ensure adherence to change management processes for changes impacting our environment.
  • Maintain, implement, and support call center and customer payment technologies.
Required Qualifications:
  • Bachelor's degree in a STEM field or a related area, or equivalent experience and certifications.
  • Prior experience in technology help desk and/or call center support.
  • Strong knowledge of Microsoft cloud-based applications (Office 365 Admin Portal, Azure, SharePoint, Exchange Online, OneDrive, and Project).
  • Hands-on experience in both Windows and Mac OS environments.
  • Demonstrated consultation skills and strong communication abilities.
  • Excellent organizational skills, attention to detail, time management, and communication skills.
  • In-depth understanding of Active Directory and Azure Active Directory.
  • Experience supporting various web browsers including Chrome, Edge, and Firefox.
  • Proficiency in managing spam, malware, and third-party security platforms.
  • Ability to utilize SCCM, endpoint management, and MDM tools.
  • Experience with network infrastructure technologies such as printers, switches, routers, and wireless access points.
  • Understanding of the OSI model.
  • Capability to lift up to 50 pounds.
  • Willingness to work from the corporate office with specified in-office and remote workdays.
Preferred Skills:
  • Certifications such as A+, Security+, or Microsoft certifications are advantageous.
  • Experience with VoIP technologies is a plus.
  • Familiarity with server virtualization technologies like VMWare is beneficial.
  • Experience with PowerShell scripting or other scripting languages is a plus.

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