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Technical Support Representative in Racine, WI with Greene Resources

Date Posted: 6/6/2018

Job Snapshot

Job Description


Job Number: 30415


Technical Support Representative


Job Description:

Our client, located in Racine, WI, is seeking a Technical Support Representative to add to their team! In this position you will be working in our client's Support Center providing Technical Support via phone, chat, and email. This individual must be able to work well with limited direction and supervision, be detail oriented, extremely organized, and self-motivated with sense of ownership in their area of responsibility. This is a full time, contract to hire opportunity.


Responsibilities:


  • Understand internal employee needs and provide solutions to help enable the user or process

  • Be a customer advocate and relay customer feedback, needs and wants to the rest of the IT organization

  • Be professional, courteous, empathetic, with good listening skills

  • Receive IT support requests through various channels including phone, chat, e-mail, and employee self service

  • Provide remote IT support for quick resolutions to software, OS, telecomm, and network related issues

  • Provide desk side support for hardware and network related issues

  • Log and prioritize tickets based on the impact and urgency of the incident reported

  • Resolve backlog of support requests by priority, then on a first in first out basis, providing detailed documentation and updates of troubleshooting performed

  • Escalate and/or route tickets to appropriate IT Teams or team members as needed

  • Ensure business defined incident SLAs are met

  • Deliver and reclaim IT hardware, peripherals, and telecomm equipment to/from various office and manufacturing locations around the campus

  • Image workstations with Windows OS and software

  • Perform remote software installations and desktop computer backups

  • Patch network ports in wiring closets

  • Update central knowledge base with workarounds and known issues

  • Assist in updating documentation of current processes and procedures


Education Requirements:


  • Associate or Bachelor's degree


Desired Background/Skills:


  • ITIL Certification

  • Manufacturing environment experience

  • Executive support experience

  • Experience troubleshooting remote access solutions including RSA, VPN and/or Citrix

  • Previous experience using a ticketing system

  • A+ Certification

  • Other IT training and/or Certifications


Qualifications:


  • Minimum of 3 years of IT related experience

  • Working knowledge of Windows 7, 10 and MS Office Suites

  • Strong ability to diagnose various OS and application errors and performance issues

  • Strong methodical troubleshooting and problem-solving capabilities

  • Previous support experience in a corporate environment of more than 500 employees

  • Ability to diagnose and repair various IT end user hardware related issues

  • Energetic, enthusiastic, eager to learn

  • Self-motivated and able to work well with limited direction and supervision

  • Ability to work well under pressure and handle stressful situations

  • Ability to work well within a team environment

  • Detail oriented, extremely organized, self-motivated with sense of ownership of area of responsibility


Other Information: