Support Center Technician III

Location: Westfield, WI. Reports to: Senior IT Support Manager. Classification: Nonexempt.

About the role

The Support Technician III is responsible for providing front-line primary support to end users (at all locations and remote) on various technical issues and problems relating to hardware, software, and peripherals. This role will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA.

Responsibilities

• Provides front-line support. The incumbent will provide support, to end users at all Company facilities and remote employees nationwide, by maintaining a “customer first” attitude to ensure customer/end user satisfaction. All issues will be tracked to resolution.
• Manages IT equipment. The incumbent will manage equipment, consumables, and other supplies to prevent unnecessary downtime on needed equipment and will perform hardware repair/builds of desktops, laptops, tablets, cell phones and printers.
• Supports the documentation management. The incumbent will maintain documentation on applications, hardware, software, and over-all general procedures and collaborate with other team members to identify and suggest possible procedure improvements.

The work environment is an office environment with standard temperatures and normal office noise levels. Some work in a factory environment as needed to deal with equipment. Position will include extensive sitting at times, standing, lifting, wearing factory required equipment while working in production, walking, visual, safely climbing of ladders, responding quickly to sounds and driving.

Requirements

• 5+ years’ experience in a customer support help desk role; and/or an associate degree in Information Technology or related field.
• Demonstrated customer service skills: a patient, caring and attentive demeanor is essential and the ability to strengthen internal relationships through collaboration.
• Able to organize and coordinate work within deadlines; can efficiently handle emerging requirements with accuracy.
• Attention to detail: excellent organizational skills, strong analytical and problem-solving skills.
• Ability to troubleshoot and conduct research into a wide range of computing issues.
• No supervisory responsibilities.

Qualifications

• Experience with Windows 11 along with knowledge of basic computer hardware, Active Directory, Service Now, and Building OS Images.
• Familiar with Android and IOS platforms and network troubleshooting.
• Basic understanding of networking, subnetting, DNS and DHCP.
• Previous application support experience with Microsoft 365.
• Prior experience in a manufacturing or food industry setting.

Schedule

This position is a salaried non-exempt, 1st shift position. Occasionally, additional time will be required working with team members during 2nd and 3rd shifts. Travel will be minimal.