Technical Help Desk Specialist

ACL Digital; Madison (WI); On-site; USD 52,000 - 68,000; Full time

Job summary

ACL Digital in Madison, WI is seeking a PC support professional to implement, support, and maintain computing technologies across LAN/WAN, mobile, and remote connectivity. You will work with business customers to deliver solutions aligned with needs.

The role includes configuring, testing, documenting, and training end users; handling on-call rotations; and contributing to IT projects to improve desktop computing services' efficiency and reliability.

Qualifications

• 2 years of progressive PC support experience in a networked environment.
• Knowledge of Windows OS, software, imaging, and profile migration techniques.
• Understanding of software distribution concepts and network OS basics.
• Strong communication skills and ability to solve low-complexity problems.

Responsibilities

• Implements, supports and maintains client computing operations of low to moderate complexity.
• Provides end-user guidance and creates training materials.
• Evaluates hardware requests against business needs.
• Coordinates desktop moves, adds, changes.
• Resolves Help Desk escalations and participates in 24/7 on-call rotation.
• Supports IT projects and implements system improvements.
• Plans hardware upgrades and maintains inventory.
• Translates requirements into tasks using Agile tools and communicates with stakeholders.

Skills

PC support

Networking concepts

Troubleshooting

Education

Associate degree in information technology or related area

Tools

Windows operating systems

Imaging software

Profile migration techniques

Job description

JOB SUMMARY

Implements, supports, and maintains PC and end-user device computing technologies for local area network/wide area network (LAN/WAN), mobile, and remote connectivity. Works closely with business customers to deliver solutions that meet business needs and consults on the use of these systems.

ACCOUNTABILITIES

These accountabilities are not intended as a complete list of specific duties and responsibilities and does not limit or modify the right of any supervisor to assign, direct, and control the work of employees assigned to this job.

Primary Accountabilities

• Implements, supports and maintains various phases of client computing operations of low to moderate complexity, including documentation, configuration, installation, testing, distribution, training, performance monitoring and maintenance.
• Works closely with end users to provide reliable client computing services, technical guidance and informal training. Creates and maintains technical documentation related to hardware/software in client computing environment as well as training materials for end users.
• Evaluates requests for new and changes to existing computer workstation hardware against business needs and make appropriate recommendations.
• Monitors, coordinates and completes move, add, change requests for desktop computing technologies.
• Resolves technical issues escalated through Help Desk (daily and 24/7) for PC hardware, application support, connectivity and related issues. Participates in a 24/7 on-call rotation.
• Participates in various IT projects to continually improve and upgrade IT technologies. Identifies, plans and implements system process improvements and efficiencies.
• Plans and implements hardware upgrades; anticipates problems resulting from changes and prepares contingency plans. Monitors and maintains hardware inventory.
• Voices customer requirements into tasks and stories using Agile tools. Communicates with peers such that user tasks and stories are clearly understood by all stakeholders. Supervision Performs work under the direct supervision of a Manager.

QUALIFICATIONS

The requirements listed below are representative of the experience, knowledge, skills and/or abilities required to perform this job.

Educational Requirements Education Level Field of Study Required/Preferred Associate Degree Emphasis in information technology or related area

Preferred Required Experience

• 2 years of experience in progressively responsible PC support in a networked environment
• Administrative experience with Microsoft Windows operating systems and software, standard application packages, imaging software, profile migration techniques, client computing hardware, peripherals, and general PC troubleshooting and problem resolution Knowledge, Skills, and Abilities
• Demonstrated understanding of software distribution concepts.
• Demonstrated understanding of network operating systems, LAN characteristics, network topologies, components, protocols and services such as TCP/IP, LDAP, DNS, DHCP, firewalls, and routers.
• Demonstrated effective interpersonal, verbal, and written communication skills.
• Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems.
• Ability to work in a diverse work environment.