IT Support Technician

Large global supply chain company with a large office facility in Green Bay, WI is seeking an IT Support Technician to help end-users onsite at the deskside, by phone, and through remote support. You will troubleshoot technical problems and provide guidance around products covered within the company’s diverse portfolio of hardware, software, and service offerings. This role is 100% onsite in Green Bay, WI but over time, some remote work will be acceptable.

RESPONSIBILITIES

In this role as an IT Support Technician, you will engage in the following daily activities:

Respond to customer inquiries/requests for technical support.
Identify, prioritize, research & escalate issues according to SOP.
Resolve technical matters to meet customer service level agreements.
Document, track & monitor problems to ensure timely resolution.
Facilitate and coordinate critical support matters.
Administer parts of issue tracking & change request management systems.
Provision all user account moves, additions & changes (as required).
Monitor, investigate & escalate log file issues accordingly.
Publish break/fix issue/resolution information to knowledge-base.

ADDITIONAL SUPPORT DUTIES

Conference room equipment support
Hardware and Software procurement
Hardware and Software installations
Endpoint full system image deployment
Endpoint remote and on-site diagnostics and repairs
Endpoint Operating System patching
Life Cycle management of endpoints including the disposal of EOL hardware
Microsoft Windows 10 support and issue resolution
Resolution of all Desktop and Help Desk/ePDSM (ServiceNow) related incidents submitted for the Green Bay office
Creation and maintenance of Green Bay office technical Standard Operating Procedures
Creation and maintenance of Green Bay office technical “self-help user guides
End user training of IT tools and procedures
End user support of applications and user accounts
Active Directory account provisioning and maintenance
Emergency (aka “911”) call handling as needed during service outage events
Multi-function device (email/scan/fax) administration and support

REQUIRED SKILLS AND ABILITIES

Associate’s Degree or equivalent, i.e., military, trade school, etc. and 2 years of relevant experience.
In lieu of degree, high school diploma or GED and 4 years of relevant experience.
Excellent verbal and written communication skills
Customer service driven.
Strong team player.