IT Help Desk Technician II: Fast, Customer-Focused Support

Materion; Milwaukee (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Materion is hiring a Help Desk Technician II to provide IT support over the phone and in person to non-technical end-users and perform basic device support. The role will install, troubleshoot, maintain, repair and upgrade computers and equipment, resolving technical problems while delivering excellent customer service.

Responsibilities include gathering problem information, guiding users through diagnostics, documenting tickets, and escalating when needed within an ITSM framework with SLAs.

Qualifications

• 5 Years of experience in IT Support or associate degree or college diploma in process.
• Undergraduate degree is preferred.
• Minimum two years of applied IT support/IT service desk experience Knowledge of standard business desktop software and hardware.
• Ability to troubleshoot and resolve technical support questions of customers in a professional manner.
• Experience with PC or network administration.

Responsibilities

• Provide IT user support using standard screens, scripts, reference guides, and procedures with completing ongoing training to deepen skillset.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Troubleshoot and resolve technical support questions of customers in a professional manner.
• Images PCs, installs software, and peripheral equipment.
• Provides first-level network administration support (create user accounts, assists in file restores, maintain passwords, increase user space, and provide rights to some areas).
• Update assigned tickets with latest status and continuously communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution.
• Escalate incidents and service requests to next level support if the issue cannot be resolved.
• Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs)

Skills

IT support

Customer service

Troubleshooting

Windows environment

Education

Associate degree

Bachelor’s degree preferred

Job description

Materion is hiring a Help Desk Technician II to provide IT support over the phone and in person to non-technical end-users and perform basic device support. The role will install, troubleshoot, maintain, repair and upgrade computers and equipment, resolving technical problems while delivering excellent customer service.

Responsibilities include gathering problem information, guiding users through diagnostics, documenting tickets, and escalating when needed within an ITSM framework with SLAs.