support technician Pleasant Prairie, WI
Job description
Position Summary:
Provide technical support to users by serving as the first point of onsite contact for internal customers seeking technical assistance. Responsible for researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. Provides answers to customers by identifying problems, researching answers, and guiding through corrective steps. Candidate will assist our customers via phone, email, chat & on-site support. Must be meticulous and analytical to accurately capture customer interactions and close out submitted trouble tickets in a timely manner. Candidate will escalate and track issues that extend beyond onsite span of control or expertise.
General Duties and Responsibilities
- Manage onsite support tickets within service level
- Respond to customer issues via phone, email, chat & on-site support
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customer
- Document customer interactions
- Escalate issues to the next Tier with next level of difficulty as needed
- Install, make changes, and repair computer hardware and software
- Monitor site to proactively identify and resolve issues
- Oversee customer communication through to resolution
- Support overall IT initiatives for migrations, patches and updates as assigned
Job Requirements:
- Excellent oral & written communication skills
- Ability to diagnose and resolve basic computer technical issues
- Flexibility to work a variety of shifts with minimal notice
- Detail oriented
- Analytical/Critical thinking
- Highly organized
- 2+ years of experience working in a help desk or onsite support environment
Education/Experience:
- The ideal candidate will have an associate degree in information technology and a minimum of 2 years of experience working in a help desk or onsite support environment.
Physical Demands & Work Environment:
- Must be able to sit in front of a computer for prolonged periods of time
- Use of office equipment
- Ability to distinguish letters, numbers & symbols
- Hand/eye coordination
Standard General Security Roles and Responsibilities
- Understand and adhere to policies, guidelines and procedures pertaining to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Use of Company Computer and Use of Communications Systems, and Telephone/Mobile Device Use Policy.
- Protect company assets, systems, proprietary and confidential information in accordance with arvato Confidentiality policy and Corporate Information Security Policies and Procedures. \
- Proactively report actual or suspected vulnerabilities, security incidents and breaches in the confidentiality, integrity, or availability of Information assets as per the Company’s Incident Reporting Process.
- Process personal data, client data and employer business specific data in accordance with Personal Data Protection Act, in compliance with the CCA and in accordance with employer´s Work Procedure Rules, IT and Data Protection and other guidelines provided by employer.
Job Type: Full-time
Pay: $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
