Service Desk Technician I in Brookfield, Wisconsin

Date Posted: 11/27/2020

Job Snapshot

Employee Type: Full-time
Job Type: IT
Date Posted: 11/27/2020

Job Description

Candidate will provide world class IT support for Milwaukee Tool. They must demonstrate keen business acumen as well as possess a high level of emotional intelligence and have a passion for customer service and support.

Duties and Responsibilities:
* Work to evaluate and resolve technical problems for assigned and escalated service tickets
* Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
* Applies critical thinking to see incidents and issues to resolution
* Support both on-site and remote employees using remote administration tools and channels of intake (Tickets, Phone Calls, Messaging etc).
* Deploy hardware and software leveraging automated processes
* Coordinate and transition support items to other IT teams when required, following escalation procedures.
* Perform Active Directory administrative functions to include account creation, password resets, group membership modification, group policy application/troubleshooting
* Comply with established change management procedures and work collaboratively with IT staff to ensure a robust, stable computing environment
* Demonstrated competency in supporting Windows operating systems
* Provide mobile device support for Apple iOS, Android operating systems
* Ability to travel to other Milwaukee Tool locations on occasion.
* Manage local vendor relationships for network, telecommunications, and AV support.
* Log all support actives in ITSM system
* Work with Tier 3 staff and Management to make technology recommendations and changes based on data-driven analysis
* Other duties as assigned

Experience and Education Requirements:
* Outstanding written and verbal communication and documentation skills, with a service-oriented mindset
* Demonstrated ability to multi-task and manage competing priorities
* Strong customer service mindset
* A working knowledge of PowerShell is preferred
* Minimum of three years of professional experience
* Microsoft Professional Certification is preferred but not required
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