Helpdesk I

Wausau Supply Company; Schofield (WI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

3 weeks vacation

9 holidays

Employee Owned

Employee Stock Ownership Program

401K retirement

Health/Dental/Vision

EAP

Advancement opportunities

Training and development

Material purchase program

Job summary

Wausau Supply Company, a 100% employee-owned building materials distributor based in Schofield, Wisconsin, seeks an IT Helpdesk I to provide level 1 IT support for employees and external customers. You will log and troubleshoot issues, assist with Windows 10, macOS, and iOS platforms, and train users on company web sites and applications.

The role requires a two-year IT degree or equivalent experience, with the possibility of after-hours support on rotation and opportunities to participate in

Qualifications

• Minimum of a two-year degree from an accredited college or university in information technology or related work experience.
• Strong written and verbal communication skills for internal staff and external customers.
• Comfort with Windows, macOS and mobile platforms, and Microsoft 365 applications.

Responsibilities

• Receive and log customer problems, requests, and issues.
• Perform initial problem identification, reproduction, and resolution using support tools and remote access.
• Document all troubleshooting steps in the ticket.
• Escalate tickets when unresolved and own them through resolution.
• Monitor incidents to meet SLAs and provide after-hours support on rotation.
• Provide training to customers and staff on Wausau web sites, computers, and apps.
• Contribute to long-term IT projects per project charters.
• Other duties as assigned.

Skills

IT support

Customer service

Windows 10

OSX

iOS

Office 365

Ticketing

Communication

Education

Two-year IT degree

Tools

Remote access tools

Job description

WHO WE ARE:

Founded in 1947 and headquartered in Schofield, Wisconsin, Wausau Supply Company has a history of providing top-quality building materials to authorized retailers across the United States. As a proud 100% employee-owned company, we are dedicated to not only serving our customers but also ensuring that our employees have a direct stake in our success. We distribute building materials from the industry’s leading manufacturers to authorized retailers from the western Rocky Mountains to the east coast. In addition to our distribution capabilities, Wausau Supply Company is known for its high-quality manufactured brands, including Diamond Kote Siding System, Waudena, ChamClad and Taylor Entrance Systems. These brands reflect our commitment to innovation, safety, service and integrity. Our territory continues to expand as we continuously strive to meet the demands of our customers with nineteen distribution centers and five fabrication and finishing facilities across the United States.

Brief Description

WHO WE ARE:

Founded in 1947 and headquartered in Schofield, Wisconsin, Wausau Supply Company has a history of providing top-quality building materials to authorized retailers across the United States. As a proud 100% employee-owned company, we are dedicated to not only serving our customers but also ensuring that our employees have a direct stake in our success. We distribute building materials from the industry’s leading manufacturers to authorized retailers from the western Rocky Mountains to the east coast. In addition to our distribution capabilities, Wausau Supply Company is known for its high-quality manufactured brands, including Diamond Kote Siding System, Waudena, ChamClad and Taylor Entrance Systems. These brands reflect our commitment to innovation, safety, service and integrity. Our territory continues to expand as we continuously strive to meet the demands of our customers with nineteen distribution centers and five fabrication and finishing facilities across the United States.

At Wausau Supply Company, we are driven by a passion for excellence and a dedication to service, ensuring that we remain a trusted partner in the building materials industry for generations to come.

BENEFITS We Offer

• 3 weeks paid vacation within 1st year
• 9 paid holidays
• 100% Employee Owned
• Employee Stock Ownership Program
• 401K Retirement Fund - Additional opportunity for employee to contribute
• Health, Dental, Vision, Short Term/ Long Term Disability
• Employee Assistance Program
• Opportunity for advancement
• Training and development
• Employee Material Purchase Program

What This Role Will Be Doing

Wausau Supply Company (WSC) relies on technology to drive all aspects of the business. This role will be a key point of contact to provide level 1 Information Technology (IT) support across all technology platforms for both internal employees and external customers.

Duties To Include (but Not Limited To)

• Receive and log customer problems, requests, and issues.
• Perform initial problem identification, reproduction, and resolution utilizing support tools, remote access, internet resources, internal documentation and peers support as appropriate.
• Document all troubleshooting efforts in problem ticket.
• Escalate tickets immediately when unable to resolve and maintain ticket ownership through problem resolution.
• Monitor and track incidents to ensure resolution occurs within customer service level agreements (SLAs).
• Provide training for customers and staff in the use of Wausau Supply web sites, computers, and applications.
• Engage and contribute to long term IT projects as outlined by special project charters.
• Other duties as assigned.
• Provide after-hours support on a rotational basis.

A Helpdesk I will possess and/or demonstrate the ability to:

• Provide first-rate IT assistance and solutions.
• Demonstrate excellent phone manner and interpersonal skills as well as developed oral and written communication skills.
• Remain highly organized, flexible and able to react well to immediate issues with attention to detail and deadlines.
• Manage time and prioritize work.
• Support Windows 10, OSX, IOS
• Support Microsoft Office 365 Applications
• Motivated to go beyond the job description to ensure the work gets done.

Education / Experience

• Possess a minimum of a two-year degree from an accredited college or university in information technology or related work experience.

Working Demands / Physical Requirements

• General office conditions with continuous sitting with heavy computer usage.
• Occasional short-term out-of-town travel for educational purposes
• Ability to lift 50 pounds.
• Ability to crawl.

Reports to:

IT Infrastructure Manager

Conclusion:

The Helpdesk I will exemplify the high standards that have come to be associated with WSC. As an ESOP owner, acting with honor, integrity, and positivity is imperative. 100% uptime of the systems that allow for trucks to roll, phones to ring and products to ship is the IT Help Desk's prime objective.