Service Desk Technician

Apogee Architectural Metals; Town of Wausau (WI); Sur place; USD 52 000 - 78 000; Plein temps

Avantages offerts par ce poste

Competitive Benefits Package

Incentive Plans

401(k) with employer match

Employee Stock Purchase Plan with ER

Paid Time Off

Paid Holidays

Tuition Reimbursement Program

Employee Assistance Program (EAP)

Wellness Program

Training and Career Progression

Résumé du poste

Apogee Services Inc. is seeking a Service Desk Analyst to provide enterprise-wide IT support. You will handle end-user requests, set up new users, and maintain asset inventories while contributing to new product rollouts and internal knowledge sharing.

The role requires 1+ year of service desk experience, strong communication, and the ability to work under pressure. Travel up to 10% and on-call support are part of this position.

Qualifications

• 1+ years in a Service Desk/Help Desk environment.
• 1+ years of working experience with Microsoft operating systems and applications.
• Working knowledge of networks.
• Working knowledge of IOS based products.
• Extremely strong client service orientation.
• Strong written and verbal communications skills.
• Ability to work under pressure and meet deadlines.
• Ability to lift and move equipment up to 50 pounds.
• Travel up to 10%.

Responsabilités

• Provide end-user support for all IT-related services.
• Follow the established Service Desk processes to respond to end-user requests, create detailed work tickets and resolve or elevate issues as appropriate.
• Provide day-to-day support for user endpoints including desktops, laptops, printers, mobile devices, AV and VoIP equipment, as well as standard software applications.
• Set up new users and maintain user access to systems.
• Maintain an accurate inventory of all equipment and licenses.
• Provide on-call support for off hours as needed.
• Participate in introducing new technical products into the environment.
• Continuously learn features and functionality of the latest standard software and hardware releases.
• Pilot test and resolve issues with new technology and roll out training and support.
• Publish support-related documentation to internal knowledge-base.

Connaissances

Service Desk Experience

Windows OS

Network Knowledge

IOS devices

Customer Service

Communication Skills

Formation

Associate or Bachelor's degree in CS

Certification in technical discipline

Description du poste

Apogee Services Inc.

General Description

The Service Desk Analyst utilizes their knowledge of technology to provide enterprise-wide support to Apogee Enterprises. The position requires technical knowledge to quickly identify, diagnose and troubleshoot end-user support issues to ensure they are successfully resolved to the customers’ satisfaction and in accordance to the department's Service Level Agreements and Apogee technology standards. In this role, the incumbent will:

• Provide end-user support for all IT-related services.
• Participate in introducing new technical products into the environment.

Provide end-user support for all IT-related services

• Follow the established Service Desk processes to respond to end-user requests, create detailed work tickets and resolve or elevate issues as appropriate.
• Provide day-to-day support for user endpoints including, but not limited to, desktops, laptops, printers, mobile devices, AV and VoIP equipment, as well as standard software applications.
• Set up new users (hardware, client, system access, telephone, etc.) and maintain user access to systems (reset passwords, disable access, etc.).
• Maintain an accurate inventory of all equipment, software and software licenses.
• Provide on-call support for off hours as needed.

Participate in introducing new technical products into the environment

• Continuously learn features and functionality of the latest standard software and hardware releases.
• Provide input regarding business requirements and/or specifications for user endpoint projects and rollouts.
• Pilot test and work to resolve any issues with the new technology as assigned.
• Participate in rolling out new products to end users, including training and follow-up support.
• Author, contribute to and publish support-related documentation to internal knowledge-base.

Minimum Requirements

• Associates or Bachelors degree in Computer Science or equivalent highly desired (certification in a technical discipline will be considered).
• 1+ years of working experience in a Service Desk/Help Desk environment.
• 1+ years of working experience with Microsoft operating systems and other applications (experience working with Windows 7 preferred).
• Working knowledge of networks.
• Working knowledge of IOS based products.
• Extremely strong client service orientation.
• Strong written and verbal communications skills; ability to communicate and interact at all levels of the organization.
• Ability to work under pressure in order to meet deadlines; flexible and quickly adaptable to changing priorities.
• Ability to present information in a manner that can be understood by non-technical staff.
• Project skills and experience a plus.
• Demonstrated problem solving skills are required. The position will require original and independent thinking to drive all issues through to resolution.
• Ability to work flexible hours as needed.
• Ability to lift and move equipment weighing up to 50 pounds.
• Availability to travel up to 10%.

Our Benefits

• Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)
• Incentive Plans
• 401(k) with employer contribution and match
• Employee Stock Purchase Plan with employer match
• Paid Time Off (Vacation and Sick Time)
• Paid Holidays
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Wellness Program
• Training and Career Progression

Apogee and our brands are an Equal Opportunity Employer.