Summary:This Corporate IT Support Engineer serves as the primary point of contact in our corporate office located in Madison, Wisconson, for all level 1 and 2 technology issues. Responsible for aligning business objectives with pack members and management and serving as a point of escalation for larger issues that may affect our corporate pack. The successful candidate is a highly motivated, dedicated, personable, flexible, experienced technology pack member who facilities support requests placed by fellow pack members. The candidate must be able to work independently as well as with the technology team on multiple projects with minimal supervision. Our Corporate IT Support Engineer is responsible for managing day to day support requests that have been assigned to them, as well as assisting their peers with any service requests that are unassigned. Enthusiastic commitment to delivering world-class technology solutions and the highest levels of customer service with a dedication to consumer advocacy is a must.

Responsibilities:

• Maintain in-depth knowledge and understanding of our technologies, hosted apps, & services
• Deep Active Directory knowledge. Creating and maintaining User Accounts, Executing Password Resets, Creating Distribution Lists, in depth knowledge of user provisioning
• Provides local support for all software applications, hardware and technology solutions utilized by our pack
• Consults with line management for technology guidance when appropriate
• Collect, analyze, and track trends and metrics in partnership with leadership and the enterprise technology team to develop and deploy long-term solutions for technology issues.
• Identifies technology training and coaching opportunities for individual and team business partners by standardizing undocumented processes, knowledge base and best practice guides
• Communicate highly technical information to both technical and non-technical users
• Provides leadership in concert with our management team to identify opportunities where technology solutions can be deployed to solve business problems
• Provides support for enterprise deployments of new technology solutions
• Provides support for distributed enterprise locations and technologies when possible
• Instill client confidence in our infrastructure, processes, and personnel
• Provide on-call after hours support on a rotating schedule with other engineers
• Ensures change management processes are followed for changes impacting our environment
• Maintain, implement, & support call center & customer payment technologies.

Required Qualifications:

• Bachelor's degree in STEM or a related field, or equivalent experience & certifications.
• Previous technology help desk and/or Call Center support experience
• Strong knowledge of Microsoft cloud based applications (Office 365 Admin Portal and Alert monitoring, Azure, SharePoint, Exchange Online, OneDrive, and Project)
• Hands on experience in Windows and Mac OS environments
• Demonstrated consultation and strong communication ability
• Strong office and project organizational skills, attention to detail, time management and communication skills
• Deep understanding of Active Directory and Azure Active Directory
• Support of various browsers including Chrome, Edge, FireFox, etc.
• Proficiency with appropriately handling spam, malware, and third-party security platforms
• Ability to utilize SCCM, endpoint management, and MDM tools.
• Experience with networked infrastructure technologies such as printers, switches, routers and wireless access points
• Understanding of the OSI model
• Ability to lift up to 50 pounds
• Ability to be based out of Great Wolf's Corporate Office in Madison, Wisconsin (in office Tuesday, Wednesday, Thursday, and option to work remotely on Monday and Friday)

Preferred Skills

• A , Security , or Microsoft certifications a plus.
• Experience with VoIP a plus
• Experience with server virtualization technologies such as VMWare a plus.
• Experience with PowerShell scripting or other scripting languages a plus