Help Desk Technician I

What are important things that YOU need to know about this role?

• Experience: A minimum of one year of help desk experience is required for consideration.
• Work Location: This position is based in Menomonee Falls Wisconsin and offers a hybrid working environment so you can work from home one day a week!

What will YOU be doing for us?

Responsible for successfully supporting internal end users and external consultants with issues of varying complexity related to software, hardware, telecommunications, printing, faxing and wireless technologies. Troubleshoot and resolve issues in a positive and professional manner. Utilize internal systems to process requests and document resolutions.

What will YOU be working on every day?

• Provide initial support to both remote and onsite end users on all internally used software applications, hardware, mobile and telecommunication devices, wireless and peripheral equipment (printers, fax solutions, AP’s, etc.).
• Ensure new hires are correctly set up by creating user network accounts, email mailboxes, assigning to network security groups, setting standard and Customer Care agent phone access, etc.
• Procure necessary equipment from onsite ITAM team and then configure and install hardware for all telecommuting employees. Work in conjunction with Shipping and Receiving Associate to ship out all necessary equipment to new telecommuting employees.
• Coordinate and implement various solutions to improve end user experiences such as new system builds, updates to systems, software, moving a user’s equipment to a new onsite location or rearranging the equipment at the user’s desk.
• Demonstrate strong troubleshooting and analytical skills, including leveraging available reference and resolution resources to assist with issue resolution as appropriate. Contribute to resolution documentation (knowledge base) available to the team and maintain or update existing resolution documentation as appropriate.
• Utilize internal cus...