Support Center Technician III

Brakebush Brothers, Inc.; Town of Westfield (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

Brakebush Brothers, Inc seeks a Support Technician III to deliver front-line IT assistance to end users at multiple locations and remotely. You will respond to tickets, document issues, and resolve problems in alignment with SLA, ensuring customer satisfaction.

The role involves managing IT equipment, performing hardware repairs and builds, and maintaining up-to-date documentation. A proactive, customer-focused mindset is essential for success in this position.

Qualifications

• 5+ years in a customer support help desk role or related IT field.
• Strong customer service with a patient, caring demeanor and collaborative approach.
• Ability to organize work within deadlines and handle changing requirements.
• Attention to detail with strong analytical and problem-solving skills.
• Ability to troubleshoot and conduct research into a wide range of computing issues.

Responsibilities

• Provides front-line support to end users at all Company facilities and remote employees nationwide.
• Manages IT equipment, consumables, and other supplies; performs hardware repair/builds of desktops, laptops, tablets, cell phones and printers.
• Maintains documentation on applications, hardware, software, and general procedures; collaborates with team to improve procedures.

Skills

Troubleshooting

Customer support

Communication

Organizational skills

Education

Associate degree

Tools

Windows 11

Active Directory

ServiceNow

OS Imaging

Android/iOS

Networking basics

Microsoft 365

Job description

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City, State: Westfield, WI

Reports to: Senior IT Support Manager

Classification: Nonexempt

JOB DESCRIPTION

Summary: The Support Technician III is responsible for providing front-line primary support to end users (at all locations and remote) on various technical issues and problems relating to hardware, software, and peripherals. This role will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA.

Essential Functions

• Provides front-line support. The incumbent will provide support, to end users at all Company facilities and remote employees nationwide, by maintaining a “customer first” attitude to ensure customer/end user satisfaction. All issues will be tracked to resolution.
• Manages IT equipment. The incumbent will manage equipment, consumables, and other supplies to prevent unnecessary downtime on needed equipment and will perform hardware repair/builds of desktops, laptops, tablets, cell phones and printers.
• Supports the documentation management. The incumbent will maintain documentation on applications, hardware, software, and over-all general procedures and collaborate with other team members to identify and suggest possible procedure improvements.

Required Qualifications

• 5+ years’ experience in a customer support help desk role; and/or an associate degree in Information Technology or related field.
• Demonstrated customer service skills: a patient, caring and attentive demeanor is essential and the ability to strengthen internal relationships through collaboration.
• Able to organize and coordinate work within deadlines; can efficiently handle emerging requirements with accuracy.
• Attention to detail: excellent organizational skills, strong analytical and problem-solving skills.
• Ability to troubleshoot and conduct research into a wide range of computing issues.

Preferred Qualifications

• Experience with Windows 11 along with knowledge of basic computer hardware, Active Directory, Service Now, and Building OS Images
• Familiar with Android and IOS platforms and network troubleshooting
• Basic understanding of networking, subnetting, DNS and DHCP
• Previous application support experience with Microsoft 365
• Prior experience in a manufacturing or food industry setting

Supervisory Responsibility

No supervisory responsibilities.

Work Environment

The work environment is an office environment with standard temperatures and normal office noise levels. Some work in a factory environment as needed to deal with equipment.

Physical Demands

Position will include extensive sitting at times, standing, lifting, wearing factory required equipment while working in production, walking, visual, safely climbing of ladders, responding quickly to sounds and driving.

Position Type

This position is a salaried non-exempt, 1st shift position. Occasionally, additional time will be required working with team members during 2nd and 3rd shifts.

Travel

Travel will be minimal.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Successful completion of a pre-employment drug testand background check arerequired.

Brakebush provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Applicants must have the legal authorization to work for any employer in the United States. We are unable to provide or assume work sponsorship of employment visas.

Brakebush is committed to adhering to compliance and applicable pay transparency laws in all states where we operate and any other states where we have a legal obligation.

Please see our Benefits Page to learn more about the amazing Health and Wellness Benefits offered to our employees!

Brakebush Brothers, Inc is an equal opportunity employer. We do not discriminate in our hiring, training, or promotion policies. We will not discriminate against job applicants or employees for reasons of race, religion, color, sex, handicap, age, national origin, or any other basis prohibited by law. If you need assistance with the application process, please call [phone] or visit our contact us page for more ways to reach us.