Help Desk Technician

Major Responsibilities:

• Provides IT support for all Menasha locations (hardware, systems, teleconferencing, etc.)
• Collaboration Support - Educate and advocate use of collaboration environments (O365, Outlook, Teams, SharePoint, OneDrive). Demonstrate the efficiency and effectiveness of collaboration within the organization, across organizations, and with customers including support of all meeting room technology.
• Acts as mentor to peers through the sharing of technical IT knowledge and guidance.
• Maintains a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Security - Understand and assist with the tools and processes required to identify, test, deploy and support security patches and antivirus definition files to all PCs and servers.
• Issue Resolution: Troubleshoots, diagnoses, and resolves end user and network issues. Researches, analyzes, and recommends the implementation of software or hardware changes to rectify any deficiencies or to enhance network performance.
• Network Connectivity: Provides support for network connectivity or related network issues for the user community.
• Performs related duties and fulfills responsibilities as required.
• Position requiring in office support in Oconomowoc, WI four days a week.

Required Education / Experience / Skills:

• An advanced degree in Information Technology or related field and / or two (2), plus years of equivalent work experience.
• Experience supporting a hybrid remote work-from-home and in office workforce.
• Experience supporting Office 365 and identity management components.
• Additional Certifications such as MCP, A++, CompTIA A+ preferred.
• Excellent technical knowledge of laptop computers and Service Desk hardware, including but not limited to Windows 11 laptops and some experience with Active Directory.
• Strong ability to quickly learn new information system technology
• Strong organization and multi-tasking skills
• Strong analytical skills: ability to think big and scale quickly
• Excellent interpersonal, communication and influencing skills to establish trust, credibility and rapport at all levels of the organization; seen as humble, direct, and authentic.

Desired Qualifications:

• Knowledge of commercial enterprise-level tools and products to provide network services.
• Prior experience working in Helpdesk and/or server management roles
• Background working closely with IT admins and engineers in a corporate environment.
• Familiarity with Windows based server technologies
• Informing - Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit, and/or organization; provides individuals information so that they can make accurate decisions; is timely with information.
• Interpersonal Savvy - Relates well to all kinds of people, at all levels in the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers
• Comfort around Top Management - Can deal comfortably with more senior managers; can present to more senior managers without undue tension and nervousness; understands how senior managers think and work; can determine the best way to get things done with and responding to their needs; can craft approaches likely to be seen as appropriate and positive.

Travel:

• Up to 10%