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IT Service Desk Technician II

2 months ago


Menomonie, Wisconsin, United States VT Industries Full time
Job Summary

We are seeking a highly skilled and experienced IT Service Desk Technician II to join our team at VT Industries. As a key member of our IT department, you will be responsible for providing advanced technical support to our end-users, ensuring the optimal performance of our desktop and manufacturing computing environment.

Key Responsibilities
  • Technical Support: Provide advanced technical support to end-users, including installing, diagnosing, repairing, maintaining, and upgrading PC hardware and equipment.
  • Troubleshooting: Troubleshoot problem areas, both in-person and remotely, according to published service level expectations.
  • Documentation: Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken.
  • Communication: Document actions and communicate with end-users during the ticket resolution process.
  • Knowledge Management: Stay current with IT environment, changes, and updates.
  • Collaboration: Collaborate with network infrastructure team to ensure efficient operation of the company's environment.
  • Training and Development: Provide mentoring and guidance to less experienced personnel to increase their technical knowledge and customer service skills.
  • Project Implementation: Assist the IT Infrastructure and Security teams with project implementations.
  • Documentation and Procedures: Prepare and ensure accuracy of documentation and procedures manuals.
  • Active Directory Services: Manage Active Directory services and supporting server infrastructure.
  • Travel: Travel to other manufacturing facilities on a scheduled basis to provide onsite support.
Requirements
  • Education: Bachelor's Degree in the field of Information Science and Technology and/or 5+ years equivalent work experience.
  • Experience: Experience in manufacturing preferred.
  • Technical Knowledge: Excellent technical knowledge of network and PC hardware, hands-on hardware troubleshooting experience, and working technical knowledge of current network protocols, operating systems, and standards.
  • Communication Skills: Strong written and oral communication skills, ability to present ideas in user-friendly language, and understanding of the organization's goals and objectives.
  • Self-Motivation: Self-motivated and directed, ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Teamwork: Experience working in a team-oriented, collaborative environment, and strong customer-service orientation.
Physical Requirements

The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.