Help Desk Specialist

BayView Industries of Green Bay Inc; Green Bay (WI); On-site; USD 40,000 - 62,000; Full time

Job summary

The Bay Family of Companies in Green Bay is seeking an IT Helpdesk Technician to maintain a mostly virtualized desktop environment, resolve end-user issues, and support our internal IT team with hardware, software, and license management.

You will perform PC deployments, onboarding of new users, inventory control, and collaborate with IT to improve helpdesk processes and response times. On-site role in Green Bay, Wisconsin.

Qualifications

• High School Diploma required; associate degree preferred.
• 2 years of relevant technical experience preferred.
• Strong customer service skills and IT troubleshooting knowledge.

Responsibilities

• Provide primary helpdesk phone support and resolve end-user issues.
• Monitor and respond to IT helpdesk requests.
• Prioritize and process tickets based on urgency.
• Modify workstation configurations and software defaults.
• Maintain and use helpdesk tracking software.
• Document internal procedures and onboard new users.
• Ensure each workstation is equipped with required hardware.
• Install, test, and configure new PCs and software.
• Manage inventory of equipment and licenses.
• Escalate issues to appropriate teams as needed.
• Deploy workstation setups for new hires using standard images.
• Assign users/computers to Active Directory groups.
• Perform timely hardware and software upgrades.
• Other duties as assigned.

Skills

OS repair

Virus removal

Hardware upgrades

Troubleshooting

Customer service

Time management

Confidentiality

Team collaboration

Education

High School Diploma

Associate's degree in information systems or related field

Tools

Active Directory

Job description

Description

In this role, you will provide maintenance of the mostly virtualized computer desktop environment by resolving problems, installing hardware and software solutions, and supporting our end users and the internal IT team. You will be responsible for administration and internal support of the Company’s thin client endpoints, laptops, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

Essential Duties and Responsibilities:

• Provide primary helpdesk phone support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and determine & process based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation & peripherals
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Escalate issues to appropriate teams as needed
• Manage workstation setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Other duties as assigned

Requirements

Education and Experience:

• High School Diploma required, associate's degree in information systems, Business, Communications or related field preferred
• 2 years of relevant technical experience preferred

Job Knowledge, Skills and Abilities:

• Strong aptitude in OS repairs, spyware and virus removal, hardware, upgrades and troubleshooting
• Knowledge of computer logic in order to perform tasks listed associated with the job
• Interpersonal skills necessary to train others in computer systems
• Proven exceptional customer service skills
• Strong accountability and time-management skills
• Prioritization skills to meet work deadlines
• Ability to read computer instruction manuals and comprehend directions in order to remedy minor computer equipment malfunctions or changes
• Ability to maintain a high degree of confidentiality
• Ability to contribute to a team-oriented environment while becoming a helpful resource to your co-workers

Benefits:

At The Bay Family of Companies, we believe in taking care of our employees. We offer a comprehensive and competitive benefits package designed to support the health and well-being of our employees & their families.

• Health benefits to include medical, dental and vision insurance. A wellness program with incentives.
• Financial security with a 401(k) with a generous company match, a Health Savings Account option, and life & disability insurance for unexpected events.
• Work-Life balance supported by a generous amount of paid time off and holidays to recharge.
• Additional perks include employee discounts, company events and recognition programs.

***This employment advertisement is not applicable to individuals who reside in the states of California or Colorado.***