IT Support Specialist I

This is a West Allis, WI onsite job based opportunity.

Summary

Reporting to the IT Support Manager, the IT Support Specialist troubleshoots issues and provides end user support for hardware, software, peripherals and networking needs.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

- Provides technical support in-person, via MS Teams, phone, and/or email to corporate and remote users of computer applications and hardware (PCs, servers, mobile devices). Investigates and resolves user issues

- Troubleshoots, assists users and provides support to employees for Hardware needs

- Troubleshoots and provides general support for Windows OS issues, Microsoft 365, password resets, etc.

- Monitors and manages tasks within the IT ticketing system. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Also responsible for documentation for system maintenance and development

- Sets up the equipment and access for new employees. Ensures that the PC, Laptop, Tablets or monitors and other equipment necessary (headset, mouse, keyboards, connection cords, etc.) are ready to go. Creates access and permissions in Active Directory. Creates email address. Helps new employees with password set up.

- Provides support for the Microsoft Teams phone system

- Collaborates with other IT functions including network services, software systems and/or application development in order to restore service and/or identify problems.

- Assists with the inventory of PC's and other IT equipment to facilitate purchasing

- Identifies, scans and cleans infected desktop/laptop systems

- Resets computers to factory settings after employees leave the company

- Routinely travels to the different SSI locations as needed (S. Milwaukee, Waupaca or Tiffin, OH) – (up to 25% Tiffin, OH travel based on business needs)

- Documents solutions to problems and recommends fundamental changes to systems configurations to prevent recurrences.

- Provides feedback on problematic trends and patterns in technical support to team lead and/or supervisor.

- Performs other duties and responsibilities as requested or required.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

- High school diploma required.

- Associate’s degree or specialized training in IT field preferred.

- Minimum of 1 year of previous IT experience preferred.

- Proficient knowledge of printers, desktops, laptops and networking equipment.

- Strong knowledge of Microsoft Office 365 solutions (Word, Excel, PowerPoint, etc.)

- Familiarity with Windows Server

Other Skills

- Ability to problem solve, learn quickly, and multi-task.

- Strong customer service skills and ability to work under pressure; ability to maintain awareness of, and seek to meet the needs and wants of the user without being prompted.

- Good verbal, written and interpersonal communication skills.

- Solid organizational skills and the ability to handle multiple projects simultaneously.

Language Skills

Ability to write routine reports and correspondence. Ability to communicate effectively with employees at all levels of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.

Technical Skills

- OS: Windows 10/11

- Networking. Windows Server

- Microsoft Office 365

- Active Directory

- Ticketing system

- MS Teams phone systems