IT Service Desk Professional I

AE Business Solutions
Onalaskaorgreenbay, WI
03 Dec 2024

Vacancy expired!

AE Business Solutions is looking for

Help/Service Desk Level I candidates for a Contract-to-Position

inLacrosse,WI orGreen Bay, Wi. area.

The

Information Technology Service Desk Professional I provides direct support to all levels of internal personnel and external business partners in both office and store environments. Focus of the position is to provide Level I application and technology support to the organization through extensive customer service and expertise.

TheLevel 1 Information Technology Service Desk Professional I is a key component of the team supporting and providing first level maintenance to client's desktop computing environment.

This

includes installing, diagnosing, repairing, maintaining, upgrading, and documenting all PC related issues to ensure optimal equipment performance.The Information Technology Service Desk Professional I shall be responsible for

troubleshooting problem areas and engaging in root cause problem solving in a timely, accurate, and professional manner by providingin person technical support or remote

support by phone, IM, or share desktop conferencing.The ideal candidate would be self-motivated with the ability to independently prioritize and execute tasks in a fast pace environment while maintaining a positive attitude.

Please note- this is not a remote position. This role will be asked to work out of our LaCrosse, WIor Green Bay,WI Support Offices

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Support company technology (hardware, software, and training) for all levels, departments, and locations . This will include onsite support during normal business hours and non-business hours.
  • Must be able to

    perform remote troubleshooting and provide clear instructions
  • Manage the user experience with technology using strong customer service skills with a focus on enhancing the user experience
  • Coordinate with vendor partners for support on existing and future technology solutions

  • Basic networking skills are required for troubleshooting issues
  • Software support of various applications and systems in use by the organization
  • Provide an exceptional customer experience

  • Take incoming requests to the IT Service Desk by working tickets based on priority and providing immediate support as required
  • Must be willing to visit as needed for process improvement training sessions
  • Maintain inventory of all equipment

  • Manage PC setup and deployment for new associates using standard hardware, images and software
  • Follow standard

    Service Desk procedures and department policies
  • Adhere to the department performance metrics/KPI's (key performance indicators)
  • Utilize Information Technology tools and resources
  • Must be able to be available for extended support hours, come in early or stay late and travel to store locations, as needed
  • Must be able to work selected holidays to provide IT necessary support coverage
  • Must participate in the IT on call rotation and adhere to the on call policy, which includes traveling to support all locations, as required with little to no notice based on severity level of incident
  • Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences
  • Other duties as assigned

QUALIFICATIONS

  • 0-1 years of IT Help Desk and/or IT Service Desk experience

  • Associate Degree in Networking, PC Support or related field desired
  • Exceptional problem solving skills and analytical skills
  • Effective interpersonal and influencing skills
  • Experience in a professional business environment
  • Excellent verbal, written, and communication skills
  • Process and procedure driven with an good understanding of Service Desk methodology and metrics
  • Strong technical and non-technical customer service skills required
  • Customer oriented positive attitude
  • Excellent oral and written communication skills
  • Continuous learning skills
  • Customer service oriented
  • Problem-solving
  • Adaptability
  • Team interaction
  • Planning and organizing
  • Attention to detail
  • Stress tolerance
If you want to contribute your passion and skills in a team that values ambition and hard work, please send your resume to careers@aebs.com AE Business Solutions cannot sponsor applicants for employment visas.AE Business Solutions is an Equal Opportunity Employer. EOE/AA

PHYSICAL DEMANDS AND WORK ENVIRONMENT
  • Sitting at a computer 50% of the time
  • Bending, stretching, and occasional lifting of up to 50 lbs. is required
  • Professional presence and proper phone etiquette is required
  • The Service Desk staff is staffed at two separate support offices. Multiple communication efforts will occur such video conferencing, email or instant messaging. This position, depending upon home support location, may or may not have direct onsite supervision.

WORK SCHEDULE The Information Technology Service Desk Professional I is a full-time,

salaried position scheduled 45 hours per week. The work schedule will be assigned by the IT Service Desk Manager. The hours of operation for this position are subject to change based on the business needs. This position will participate in the on call rotation schedule.