Infrastructure Operations Client Support Technician

Overview

JOB SUMMARY

 

Rosen’s Diversified and American Foods Group, LLC has an opportunity for our new IT Infrastructure Operations Client Support Technician to join the rapidly growing Information Technology team in Green Bay, WI. As an Operations Client Support Technician you will provide technical support and guidance to users.  This individual must be customer focused with the ability to promptly answer support related email, phone calls, and other electronic communications.

 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Evaluates and prioritizes incoming tickets, calls, and issues to provide technical support and guidance to users. 
• Logs, tracks, and ensures Tickets are processed in a timely manner. 
• Determines when a problem needs to be referred to other technical or senior support staff and performs warm handoffs to escalate the issue. 
• Initiates remediation efforts by engaging appropriate teams or management. 
• Calls software and hardware vendors to request service when necessary.
• Work within defined security procedures to maintain health by facilitating the updates or uninstallation of software and operating systems for workstations and mobile devices.
• Relies on experience, and judgment to perform the functions of the job.
• Recommends and supports continuous improvement practices.
• Support technology in line with company, departmental, and industry standards.
• Work on defined projects or assisting on larger tasks lists on projects.
• Participate in testing of new technologies or processes and provide feedback.
• Become the subject matter expert on one or more technologies supported by assigned team
• Follows project, testing, and implementation plans and project timelines
• Ensures systems are adequately tuned, patched and monitored to meet design specs at optimal levels.
• Create documentation as needed for any new or changed project or technology.
• Presents recommendations to leadership in a clear and professional manner to assist in informed decision making.
• Assists in the maintenance and general support of desktops, laptops, mobile devices, printers, handheld scanners, and peripheral devices as needed.
• Assists in the maintenance and general support of all it approved software applications as needed.
• Responds to telephone calls, email, and personnel requests for technical support as needed.
• Travels to local sites in Green Bay for in person support as needed. 
• Traveling to remote sites in the United States for project work as needed. 

Qualifications

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND EXPERIENCE

• Associate’s degree in computer science or in an equivalent area of specialty is preferred.
• 2+ years of experience in the field or related area.
• 1+ years of experience in an Infrastructure Support or Service Desk role.
• Certification(s) in area of specialty is preferred.
• Relevant industry recognized certifications (CompTIA A+, ITIL foundation, etc.)

ADDITIONAL SKILLS/EXPERIENCE/REQUIREMENTS

• Ability to work in a fast-paced team environment where requirements are constantly changing.
• Ability to effectively communicate issues and resolutions to all levels of the organization.
• Familiar with standard concepts, practices, and procedures within field.
• Strong technical aptitude and creativity.
• Strong ability to research and solve complex issues.
• Strong time-management and prioritization skills, able to multi-task and prioritize competing requirements and meet deadlines.
• Experience or exposure to appropriate systems such as:
  • Windows OS
  • Various brands of desktops, laptops, and peripheral hardware
  • Imaging and configuration of desktops, laptops, and mobile devices
  • Infrastructure monitoring tools
  • A variety of application solutions (web, database, etc.).
• Excellent interpersonal and collaborative skills, with a professional demeanor and the ability to interact with employees at all levels.
• Critical thinking skills, including logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to handle multiple priorities and competing priorities with a high degree of flexibility in a constantly fast-evolving environment while meeting deadlines and deliverables.
• Experience working in a collaborative team atmosphere and being an individual contributor with individual projects, deadlines, and accountabilities.
• Ability to work in a fast-paced team environment where requirements are constantly changing.
• Driven, self-moti