Infrastructure Operations Client Support Technician

Rosen's Diversified, Inc.; Green Bay (WI); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated IT Infrastructure Operations Client Support Technician to join their dynamic team in Green Bay. This role emphasizes providing exceptional technical support and guidance to users, ensuring prompt communication and effective problem resolution. As part of a family-owned business, you will thrive in a supportive environment that values employee contributions and professional growth. With a focus on continuous improvement and teamwork, this position offers a unique opportunity to engage with cutting-edge technologies while fostering a culture of collaboration and innovation. If you are passionate about technology and customer service, this role is perfect for you.

Benefits

Comprehensive Health Benefits

401(k) Plan with Company Match

Professional Development Programs

Qualifications

• 2+ years of experience in IT support or related field.
• Relevant certifications like CompTIA A+ or ITIL preferred.

Responsibilities

• Provide technical support and guidance to users via various channels.
• Evaluate and prioritize incoming tickets and issues.

Skills

Technical Support

Problem-Solving

Effective Communication

Time Management

Critical Thinking

Education

Associate's Degree in Computer Science

Tools

Windows OS

Monitoring Tools

Job description

Overview

JOB SUMMARY

Rosen’s Diversified and American Foods Group, LLC has an opportunity for a new IT Infrastructure Operations Client Support Technician to join the rapidly growing Information Technology team in Green Bay, WI. This role involves providing technical support and guidance to users, with a focus on customer service and prompt communication via email, phone, and other channels.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Evaluate and prioritize incoming tickets, calls, and issues, providing technical support and guidance.
2. Log, track, and ensure timely processing of tickets.
3. Determine when issues need escalation and perform warm handoffs to support staff.
4. Engage appropriate teams or management to initiate remediation efforts.
5. Contact vendors for service requests when necessary.
6. Maintain security procedures by updating or uninstalling software and operating systems on workstations and mobile devices.
7. Use experience and judgment to perform job functions.
8. Support continuous improvement practices.
9. Support technology in line with company, departmental, and industry standards.
10. Participate in projects and assist with larger tasks.
11. Test new technologies or processes and provide feedback.
12. Become subject matter expert on supported technologies.
13. Follow project plans and timelines.
14. Ensure systems are tuned, patched, and monitored appropriately.
15. Create documentation for new or changed projects or technologies.
16. Present recommendations clearly to leadership for informed decision-making.
17. Assist in maintaining and supporting desktops, laptops, mobile devices, printers, scanners, and peripherals.
18. Respond to technical support requests via phone, email, and in person.
19. Travel locally in Green Bay and remotely across the U.S. for support and projects.

Qualifications

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND EXPERIENCE

1. Associate’s degree in computer science or related field preferred.
2. 2+ years of experience in the field or related area.
3. 1+ years in Infrastructure Support or Service Desk roles.
4. Relevant certifications (e.g., CompTIA A+, ITIL) preferred.

ADDITIONAL SKILLS/EXPERIENCE/REQUIREMENTS

• Ability to work in a fast-paced, changing environment.
• Effective communication skills across all organizational levels.
• Strong technical aptitude and problem-solving skills.
• Excellent research, troubleshooting, and resolution abilities.
• Time management and multitasking skills.
• Experience with Windows OS, hardware, imaging, monitoring tools, and application solutions.
• Professional demeanor and interpersonal skills.
• Critical thinking and logical reasoning skills.
• Ability to handle multiple priorities flexibly.
• Teamwork and individual project management skills.
• Self-motivated with a focus on security improvements.
• Willingness to travel approximately 25% as needed.

Summary

OUR FAMILY CULTURE

Established in 1946, Rosen’s Diversified, Inc. is a family-owned business with nearly 5,000 employees, encompassing various business units. We value understanding our employees, customers, and ourselves, preparing us for future success.

Our culture is built on entrepreneurship, a casual environment, and rewarding contributions. As part of the Rosen’s family, you will be challenged and rewarded for your professional efforts.

WHAT WE OFFER

• Privately owned, family-operated business with a focus on doing what should be done.
• Comprehensive health and welfare benefits including medical, dental, vision, disability, and voluntary options.
• 401(k) plan with company match.
• Professional development programs and opportunities for advancement.