IT Help Desk Technician- Wausau, WI

Job Title

Service Desk Technician II

Reporting To

Service Desk Lead

FLSA Status -

Non-Exempt

Description

Service Desk Technicians 2- 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. You know how to support integrated enterprise applications, troubleshoot hardware and software, and keep users up and running. You are willing to go onsite to client's locations as needed for business and client needs. 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.

This position may require on-site support at the request of the customer to do troubleshooting/remediation. Due to this, candidate must reside in/near Wausau, WI.

Primary Responsibilities

• 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

• General knowledge hardware and software support for servers

• General knowledge firewalls, switches, and wireless access points

• Logging client issues correctly in our ticket management system.

• Substantial customer service focus 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.

• Logging client issues correctly in our ticket management system.

• 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.

• Must be able to go on-site to help with the needs of the customer

• Will be required to partake 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

• Two years' experience within Help Desk environment with server experience; or current role in a related field
• Excellent communication and customer service experience

• Active driver's license and proof of auto insurance

• Windows and/or Apple operating systems

• General Knowledge of Microsoft Exchange (On-Premise and Online)

• General Knowledge of Hypervisor technology (Hyper-V and VMware)

• Understanding of networking including DNS, DHCP, TCP/IP

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

• Certification required within six months of being hired

Compensation

$50,000-$65,000 annual salary; 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.