IT Help Desk Technician- Triage

Job Title

Service Desk Technician

Reporting To

Service Desk Lead

FLSA Status

Non-Exempt

Description

Services Desk Technicians utilize several skills to provide all-star leadership to Applied Tech's internal teams and customer support to our clients. You understand high-quality customer service, respond with appropriate professionalism and urgency, and have a knack for adapting your interpersonal style to many diverse types of users. Candidates should possess the ability to think fast on their feet, be willing to help others, and take internal coaching and client frustrations in stride. You lead with effective communication and a client-first mindset.

Candidate to reside within 30 miles of an Applied Tech office. Office locations include Madison, WI, Brookfield, WI, Wausau, WI, and Lafayette, CO.

Primary Responsibilities

• Answer incoming phone calls from customers requesting technical support.

• Logging client issues correctly in our ticket management system.

• Technical issues involving Microsoft's full suite of business applications and operating systems.

• Hardware and software support, maintenance and updates for desktops, printers, and mobile devices.

• Substantial customer service focused with proven results for client satisfaction.

• Demonstrate complete ownership and accountability of incoming tickets.

• Address time sensitive issues promptly.

• Candidates will be required to field incoming requests while working on several items at one time.

• Must be able to meet deadlines and effectively communicate issues/solutions.

• Ability to work with vendors to get customer environment stable

• Candidates will be required to field incoming requests while working on several items at one time.

• Must be able to meet deadlines and effectively communicate issues/solutions.

• Will be required to participate in the on-call rotation

• Employee may be required to work out of the office per business needs at any given time

Education and Qualifications

• Resides within 30 miles of an Applied Tech office.
• Excellent communication and customer service experience.

• Active driver's license and proof of auto insurance.

• Preferable knowledge of Windows and/or Apple operating systems.

• Preferable knowledge of Microsoft Exchange (On-Premise and Online).

• Preferable knowledge of Microsoft Server technologies including Active Directory, File/Folder Permissions, Print Management, Remote Desktop, etc.

Compensation

$40,000-$50,000 Depending on experience

Soft Skills

Supervision/Autonomy

Able to independently set direction and scope of work. Able to evaluate the work of others and make decisions that affect personal or team productivity within a well-defined area of responsibility.

Planning/Organization

Able to organize incoming requests for work from multiple sources and plan projects without well-defined goals, maintaining day to day productivity with few requests for help.

Process Management

Understands and follows established processes. Able to adapt to ongoing changes in processes, priorities, tasks and workload. Able to help develop and define processes and process improvement for Applied Tech.

Communication

Strong written and verbal communication skills. Demonstrates clear and professional written communication that conveys confidence and competence. Able to explain complicated concepts with poise to large groups.

People Skills/Conflict Management

Strong interpersonal skills for effective interaction with clients, third parties, and teammates. Able to demonstrate confidence in high-pressure situations and resolve conflicts.

Physical Requirements

• Ability to use computers daily in an interactive manner for extended periods of time, possibly exceeding 8 hours per day

• Ability to sit for an extended period

• Ability to frequently and accurately communicate with employees, customers, and vendors in person, via the telephone or by email

• Employee may be required to work out of the office per business needs at any given time

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization.