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IT Support Specialist/Help-Desk (3 month Contract to hire) in Milwaukee, WI at Interactive Business Systems

Date Posted: 9/21/2018

Job Snapshot

Job Description

IT Support Specialist position is responsible for providing first level help desk support to assist in delivering a stable and reliable end-user computing environment which supports the companies’ business goals and objectives.

This includes assisting company users and visitors with IT requests and IT problem diagnosis and resolution, as well as the operation and performance of IT user-based systems hardware and software. The employee will work as part of a team who manages the design and support of end-user facing IT operations, and this position will contribute by assisting with applications deployment, users data management, end-user administration, users’ peripheral functions, and administering the end-user computing device life cycle. Team work and collaboration with other IT team members is a key requirement for this position.

Job Responsibilities

  • Operates the Help Desk by monitoring ticket queue and inbox and phone, taking action as appropriate to respond to issues and requests.
  • Provides first level troubleshooting and resolution for desktop hardware and software related problems. Identifies recurring problems and recommends permanent solutions. Resolves technical problems related to desktop applications.
  • Diagnoses, resolves and communicates problems experienced by end-users, escalating those outside of the position’s responsibilities
  • Executes periodic administration and health maintenance plans, procedures and operations under direction of senior IT staff
  • Has excellent diagnostic, problem resolution and proactive monitoring skills
  • Documents progress and resolutions to end-user issues and requests
  • Develop and maintain procedural documentation as assigned by senior staff
  • Perform clerical duties as assigned by senior staff
  • Any other duties assigned by management
  • Follows instructions and completes assigned tasks while clearly communicating results
  • Works with peers to complete project tasks
  • Provides input for defining and prioritizing tasks
  • Supports the user community by responding to issues and requests in a timely manner
  • To assure end-user satisfaction, communicates issues, requests, and resolutions clearly both written and spoken
  • Works with end-users to implement IT skills training to perform skills refresh or announce new or changed capability of deployed system

Required Experience:

  • Required expert level operation of Windows desktop operating systems, all versions, and including Remote Desktop and VDA environments
  • Required AD end-user administration, desired GP operation
  • Required proficient operation of Microsoft Office 2007 and higher and other applications (Excel, Word, PowerPoint, Outlook, Internet Explorer). Desired proficient operation of other Microsoft applications (Project, Visio)
  • Required PC, Laptop, tablet, smartphone (iOS and Android) configuration and trouble shooting
  • Required basic network configuration including VPN
  • Demonstrated superior communications skills, verbal and written
  • Demonstrated superior customer service skills


Qualifications:

  • An Associate’s Degree in an IT or related technical field or 2 years or more relevant work experience is required
  • Must be a US Citizen or Permanent Resident