Help Desk Support Technician

How You Will Contribute

• Provide technical support for employees experiencing problems related to computer hardware, software, business unit applications, computer communications (LAN/WAN), and telephone problems
• Monitor and work within inbound service requests (tickets), answering incoming Help Desk calls, and escalate issue as necessary to ensure user's downtime due to technology issues is limited
• Analyze and resolve problems with a goal of 90% First Call Resolution
• Complete requests for password resets, user account creation, user account deletion, printer, hardware diagnostics, timely hardware, and software upgrades
• Assign users and computers to proper business groups in Active Directory
• Monitor and remove virus, spy ware and other non-authorized software
• Develop knowledge base articles
• Coach other help desk team members

What We're Looking For

• 2-3 years of experience in a Help Desk role
• Ability to work in a constantly changing fast paced environment
• Excellent verbal and written communication skills
• Comfortable working directly with end users, face to face and over the phone
• Ability to provide periodic after-hours support
• Basic knowledge of the following:
  • Networking Concepts (TCP/IP, routing, switching)
  • Hardware for HP workstations and servers
  • Mapped drives/shares
  • Viruses or spyware removal
  • Smartphone configuration and troubleshooting
  • Setup of Outlook or other email clients, email archives
  • Install and configuration of applications, printers & printer settings
  • VPN and remote access solutions
  • Microsoft Office software
  • Active Directory and Group Policy (a plus)
• Valid driver's license
• Ability to travel up to 20%

What's it Like Working at ADVENT?

• Culture that embraces being kind, is solutions minded, and encourages you to ask questions
• 22 days of PTO (prorated your first year based on start date) & holiday pay
• Top-notch health, dental, and vision insurance with generous employer paid HRA account
• 401K Contribution
• Be a part of a Milwaukee Best Places to Work Team

Schedule: Monday-Friday, 8am-5pm

Salary: $56,000 - $83,000

This response is AI-generated, for reference only.