Job Duties and Responsibilities (Essential Job Functions) Common job activities are listed below; actual position responsibilities may vary.
Perform technical tasks such as installing, configuring, maintaining, troubleshooting, and repairing of desktop hardware, software, Wi-Fi, printers, related peripherals, mobile devices, videoconference equipment, etc. (35-40%) - Provide high level support to internal teams (service desk, HomeServices IT, etc.) and develop processes for escalating appropriate issues.
- Follow the standard operating procedures to appropriately provide technical support to troubleshoot and resolve supported issues (network circuit outage, server down, etc.).
- Install, maintain, upgrade and relocate PCs, related equipment and software and maintain inventory of computer hardware and software. May perform evaluation on other office equipment prior to calling an outside vendor.
- Recommend modifications for product and equipment improvement based on results or information obtained in the field; perform repairs and maintenance as required.
- Recommend purchase and upgrade of PC equipment and software, as needed.
- Perform technical diagnosis and troubleshooting for users with hardware, software, and connectivity issues.Identify, prioritize and resolve end user technical problems and questions.
Manage support functions within Active Directory, Azure Active Directory, Exchange, O365 admin center, etc. (10-15%) Manage and support other corporate desktop applications such as VPN, Multi-Factor Authentication, SSO, etc. (10-15%) Identify and respond to security threats in the environment and assist with any remediation. (5-10%) Create and document policies and procedures.Document and track troubleshooting steps, incident solutions and support requests. (5-10%) Provide assistance for network, application, and/or production onsite systems. (5-10%) Perform various audits including asset management, deletion of devices from Microsoft Intune, Microsoft Endpoint Manager, and other inventory tracking software. (5-10%) Perform any additional responsibilities as requested or assigned. (0-5%) Performance Expectations
- Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
- Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
- Establish and maintain positive and productive work relationships with all staff, customers and business partners.
- Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
- Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.
Qualifications Education:
- Associate's degree in business or computer science; or equivalent related work experience.
Experience:
- 3+ years related experience in a functional/technical area, including experience gathering requirements and writing specifications.
- Experience with desktop applications, including all MS Office applications, Windows operating environment, and relational database environments.
- Project coordination experience strongly preferred.
Knowledge and Skills:
- Working knowledge of software development methodologies and specialized analysis, design and testing tools.
- Excellent oral and written communication skills.Highly effective interpersonal skills and customer relationship skills.
- Effective analytical and problem solving skills.
- Ability to prioritize and handle multiple projects concurrently.
- Ability to be self-directed and self-motivated.
- Work outside of core business hours required one or two nights a week, and flexibility to perform other after hours work as needed.
Other (licenses, certifications, schedule flexibility/OT, travel, etc.):
- A+, Net+ and Security+ certifications preferred.
- On-site position located in Madison, WI.
- Travel may be required within the Madison, WI area; varies depending on agent needs and offices.
EEO