Technical Support Specialist

2 weeks ago

Milwaukee, Wisconsin, United States Veolia North America Full time

Company Overview

Veolia North America (VNA), a division of Veolia Group, provides a comprehensive range of services in water, waste, and energy management. Our expertise includes water and wastewater treatment, as well as the collection and disposal of commercial and hazardous waste. VNA serves a diverse clientele across various sectors, including commercial, industrial, healthcare, higher education, and municipalities throughout North America. With our headquarters in Boston, Massachusetts, we employ around 10,000 professionals across more than 350 locations.

Job Summary

Veolia offers a robust benefits package, which includes paid time off, health, dental, and vision insurance. Employees also have the opportunity to participate in an employer-sponsored 401(k) plan for retirement savings.

Role Objective:

  • Deliver advanced support and resolve complex issues for computer systems, communication devices, mobile technology, networks, and software applications for Veolia North America and its affiliates.
  • Ensure adherence to corporate IT standards and policies.

Key Responsibilities:

  • Provide walk-up support at designated site locations.
  • Assist end users via phone support.
  • Troubleshoot and resolve issues related to computer hardware, operating systems, and network connectivity, collaborating with third-party vendors as needed.
  • Manage equipment setups, re-imaging, and software installations.
  • Implement software and hardware updates in accordance with Veolia guidelines.
  • Effectively prioritize and manage a dynamic workload with minimal supervision.
  • Contribute to the development and maintenance of Support Center documentation.
  • Report support trends to the IT Operations Manager and Deskside Team Lead.
  • Process ServiceNow tickets within established service level agreements (SLAs).
  • Research and test new technologies.
  • Travel to regional locations for support as required.
  • Collaborate with other Deskside staff on various IT projects.
  • Document all customer issues and requests, ensuring timely communication with senior technical staff.
  • Resolve complex end-user problems using established procedures and tools.
  • Escalate IT issues and assist with higher-level support as necessary.
  • Ensure customer satisfaction through timely updates and effective communication.
  • Build strong relationships with clients through exceptional technical support.
  • Provide on-site support for new installations, relocations, and repairs.
  • Handle new computer imaging and end-user setups.
  • Install networking equipment and configure new printers as needed.

Qualifications:

  • Associate's degree or technical certification in an IT-related field is preferred.
  • A minimum of four years of experience in IT support.
  • Proficient in common computer applications and operating systems, particularly MS Windows 10, MS Office, and Google Workspace.
  • Experience in installing, maintaining, and troubleshooting computer and communication hardware.
  • Familiarity with Service Desk tools and techniques, including remote assistance and ticketing systems.
  • Experience supporting mobile devices, wireless technologies, and networks.
  • Knowledge of Active Directory, Google Workspace, imaging, Citrix, Cisco VPN, TCP/IP, and Office 365.

Skills and Abilities:

  • Hands-on knowledge of computer hardware, applications, and network technologies.
  • Strong customer service and interpersonal skills.
  • Excellent verbal and written communication abilities.
  • Proficient problem-solving skills and decision-making capabilities.
  • Ability to manage multiple projects efficiently.
  • Self-motivated with minimal supervision required.
  • Attention to detail and accuracy.
  • Willingness to work beyond traditional hours when necessary.
  • Familiarity with water and wastewater treatment is a plus.

Certifications:

  • Google certification is desirable.
  • ITIL certification is desirable.

Physical Requirements:

  • Ability to lift up to 80 lbs. (assisted) or 40 lbs. (unassisted).
  • Prolonged periods of sitting and using a computer.
  • Reliable internet connection required for remote work.
  • Quiet environment necessary for remote work.

Equal Opportunity Employer

Veolia is committed to diversity and inclusion, providing equal consideration to all applicants without discrimination.

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