IT Helpdesk Technician

About the Role

Wohlsen is seeking an engaged and personable HelpDesk Technician to deliver excellent support to our Team Members and improve IT resources and usage of technology tools. You will be primarily responsible for identifying, diagnosing, and resolving technology issues on behalf of Wohlsen’s technology users while prioritizing technology project implementations and support accountabilities.

Responsibilities

• Support Wohlsen Team Members in their use of technology systems
• Manage technical requests through the Helpdesk ticketing system
• Accurately track and manage technology inventory
• Setup and deploy technology equipment for offices, project sites, and Team Members
• Provide technical assistance and advice to all Wohlsen Team Members
• Support the deployment of technologies managed by the Technology team
• Lead assigned technology projects, including tracking and reporting on statuses
• Maintain and contribute to IT knowledgebase
• Setup and maintain video conference and related AV equipment
• Coordinate internal IT training to introduce new technologies and promote awareness
• Attend seminars, workshops, and educational opportunities on current technologies to make technical recommendations
• Mentor coworkers and foster a learning and growth environment
• Research and recommend upgrades of existing software or hardware systems to ensure high-performance technology systems
• Other duties as assigned

Relationships

• Reports to IT Manager
• Works alongside IT Team Members
• Provides support to all Wohlsen Team Members

Authority

• Recommend tools/processes for use in IT Team
• Update tracking systems and IT databases
• Administer Applications/Services, manage user access/licensing

Accountability

• Adhere to IT End User SLA of 2 hours to first response and 8-hour resolution
• Coverage of HelpDesk services, coordinating coverage when not available
• Strict adherence to documentation requirements
• Accurate inventory database

Requirements

• Associate’s degree or equivalent combination of education and/or experience required
• 3+ years of experience with technology troubleshooting
• 3+ years of experience in a customer service/help desk environment
• Proficiency with Microsoft operating systems, Microsoft Office software, computer hardware, and mobile devices
• Strong interpersonal skills for interaction with Team Members
• Valid driver’s license to support remote offices and job sites
• Must be on call and work overtime and weekends when necessary
• Flexible and able to handle multiple tasks simultaneously
• Ability to work without supervision
• Comply with logical and physical security policies, processes, and practices
• Maintain confidentiality regarding information stored on Wohlsen technical resources

Physical Requirements

• Little to no standing or walking in a normal day
• Must be able to sit for 7+ hours in a normal day
• Must be able to drive 1-4 hours in a normal day
• Must be able to lift/carry up to 10 lbs. maximum; occasionally carry small objects
• Occasionally (0-33%) must bend at waist, squat the knees, climb (including ladders), reach above shoulders, kneel, crawl, use feet (foot controls), and/or work at heights above 6 feet