Support Center Technician III

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

Job summary

Brakebush Chicken locates in Westfield, WI, seeks a Support Center Technician III to provide front-line IT support for end users at all locations and remote workers nationwide. You will document, respond to, and resolve service tickets in a timely manner according to SLA, while assisting with hardware repairs and equipment management.

The role requires 5+ years in a help desk or equivalent IT field and strong customer service, organizational, and problem-solving skills.

Qualifications

• 5+ years in a customer support help desk role or IT-related education.
• Strong customer service demeanor and collaboration skills.
• Excellent organizational and problem-solving abilities.

Responsibilities

• Provide front-line support to end users across locations and remotely.
• Document, track, and resolve service tickets per SLA.
• Maintain IT equipment and assist with hardware repairs as needed.

Skills

Customer support

Customer service

Problem solving

Organization

Research skills

Education

Associate degree in Information Technology

Tools

Windows 11

Active Directory

ServiceNow

OS Imaging

Android/iOS

Networking basics (DNS/DHCP)

Microsoft 365

Job description

Support Center Technician III, 1st Shift

Westfield, WI

Reports to: Senior IT Support Manager

Classification: Nonexempt

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 test and background check are required.

Equal Employment Opportunity

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.

Compliance and Pay Transparency

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.