User Support Technician

1 week ago

De Forest, Wisconsin, United States Big Joe Forklifts Full time

Please note - the ideal candidate should be within 20 miles of Downers Grove, Il as the role requires 3-4 days a week in office.

Position Summary:

Big Lift (dba Big Joe, dba EP OEM Parts), along with its parent Company, EP Equipment, is the fastest growing manufacturer of lift trucks in the world and is widely considered the most innovative player. Big Joe was founded in 1951 and is well known for its vast portfolio of high-quality electric lift trucks and its focus on exceptional customer service.

Essential Duties and Responsibilities:

  • Respond to incoming support requests and issues to the IT department, following process guidelines
  • Perform analysis of level 1 and level 2 technical issues and applicable troubleshooting for resolution. If not, escalate unresolved issues to the next level of support personnel.
  • Review feedback or suggestions by users and implement with the approval of the Manager, User Support
  • Create, develop and maintain Knowledgebase ("KB") articles for future reference
  • Proactively track company's computer assets and maintain equipment database with accuracy
  • Set up new and replacement computers as required
  • Partner with IT manager to forecast expected hardware and licensing requirements for new hires and maintain adequate inventory\
  • Develop and maintain a replacement forecast plan for aging inventory, with limited guidance
  • Lead New Hire IT onboarding process and orientation meetings, with limited guidance
  • Support IT leadership in special projects/duties as assigned to meet team, department, and organization goals.
  • Work in both an offsite environment and in-office while maintaining communications with customers and team members.
  • Complete continuing education as assigned by the manager, or areas of job-related skills to improve efficiency and performance in the position

Education Requirements:

  • BA/BS degree in any of following: Computer Science or Analytics or equivalent experience
  • Strong background in supporting Microsoft operating systems from an administrative perspective
  • Proven experience in a help desk or other technical support role
  • Proficient in Microsoft Excel and other Office applications
  • Proficient in computer configurations and mobile devices
  • Demonstrated ability to diagnose and resolve complex technical issues
  • Competence in confidentially handling sensitive and proprietary information

Job Type: Full-time

Pay: From $57,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Tuition reimbursement
  • Vision insurance

Application Question(s):

  • Will you now, or the future, require sponsorship?

Work Location: Hybrid remote in DeForest, WI 53532

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