Job Description

Description

IT Help Desk Technicians utilize several skills to provide all-star service to Applied Tech's internal teams and customer support to our clients. You will be onsite at a client site all of the time, 40 hours a week. You understand high-quality customer service, respond with appropriate professionalism and urgency, and have a knack for adapting your interpersonal style to many different types of users. You know how to support integrated enterprise applications, troubleshoot hardware and software, and keep users up and running. Candidates should possess effective communication and a client-first mindset. 

This is a full-time position and includes our entire suite of benefits.  This is not a contract position. You will be required to report onsite M-F at our client, located near Mayfair Park in Northeast Madison, WI.

Primary Responsibilities

• Technical issues involving Microsoft's full suite of business applications and operating systems.
• Hardware and software support, maintenance and updates for desktops, printers, and mobile devices. 
• General knowledge hardware and software support for servers. 
• General knowledge firewalls, switches, and wireless access points. 
• Logging client issues correctly in our ticket management system. 
• Substantial customer service focus with proven results for client satisfaction. 
• Demonstrate complete ownership and accountability of incoming tickets. 
• Address time sensitive issues promptly. 
• Candidates will be required to field incoming requests while working on several items at one time.
• Must be able to meet deadlines and effectively communicate issues/solutions. 
• Logging client issues correctly in our ticket management system. 
• Ability to work with vendors to get customer environment stable. 
• Candidates will be required to field incoming requests while working on several items at one time.   
• Must be able to meet deadlines and effectively communicate issues/solutions. 
• Must be able to go on-site to help with the needs of the customer. 

Education and Qualifications

• Minimum 2 years' experience in help desk environment or related field.
• Excellent communication and customer service experience 
• Active driver's license and proof of auto insurance 
• Revit knowledge and experience
• Windows and/or Apple operating systems 
• General Knowledge of Microsoft Exchange (On-Premises and Online) 
• General Knowledge of Hypervisor technology (Hyper-V and VMware) 
• Understanding of networking including DNS, DHCP, TCP/IP 
• Microsoft Server technologies including Active Directory, File/Folder Permissions, Print Management, Remote Desktop, etc. 
• Certification required within six months of being hired 

Compensation

$55,000-$65,000 Annual Salary- depending on experience

Soft Skills

Supervision/Autonomy

• Able to independently set direction and scope of work. Able to evaluate the work of others and make decisions that affect personal or team productivity within a well-defined area of responsibility. 

Planning/Organization

• Able to organize incoming request for work from multiple sources and plan projects without well-defined goals, maintaining day to day productivity with few requests for help. 

Process Management

• Understands and follows established processes.  Able to adapt to ongoing changes in processes, priorities, tasks and workload. Able to help develop and define processes and process improvement for Applied Tech. 

Communication

• Strong written and verbal communication skills. Demonstrates clear and professional written communication that conveys confidence and competence. Able to explain complicated concepts with poise to large groups.

People Skills/Conflict Management

• Strong interpersonal skills for effective interaction with clients, third parties, and teammates. Able to demonstrate confidence in high-pressure situations and resolve conflicts.

Physical Requirements

• Ability to use computers daily in an interactive manner for extended periods of time, possibly exceeding 8 hours per day 
• Ability to sit for an extended period 
• Ability to frequently and accurately communicate with employees, customers, and vendors in person, via the telephone or by email 

NOTE : This Employee may perform other related duties as requested to meet the ongoing needs of the organization. 

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