Help Desk Specialist at Maysteel in Allenton, Wisconsin

Job Description:

SUMMARY OF POSITION: 

Under the general guidance of the IT Infrastructure Manager, this position’s role is to work closely with the end-user community to resolve reported hardware/software problems in a timely, cost-effective manner.  This individual will analyze needs, complete analysis, perform deployments, and develop procedures for the installation of new hardware/software systems or the enhancement/maintenance of existing hardware/software systems.  Will also educate and train end-users so that they can fully utilize these systems.

ESSENTIAL FUNCTIONS:

1. Install, troubleshoot and resolve end-user hardware/software problems.  Answer, evaluate, and prioritize incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems and requests.

1. Effectively communicate solutions to end-users as appropriate.  Provide a highly visible customer focus.  Refer more complex problems to second level support when necessary.  Escalate calls as defined in the Help Desk Service Level Agreement.

1. Log and track calls using Help Desk software and maintain history records and related problem documentation.  Assist in continuously improving data capture methods to increase timeliness of problem resolution.

1. Install hardware/software upgrades as directed.  Assist in tracking of hardware assets and software licenses.

1. Actively participate in improvement projects and waste reduction initiatives. Suggest improvements to existing systems.  Provide input on new projects as appropriate.

1. Work with end-users to identify where internal training is needed.

EDUCATION AND EXPERIENCE: 

• Associate's degree or equivalent from two-year college or technical school in IT related field; or 2-3 years related experience and/or training; or equivalent combination of education and experience.


• Knowledge of Microsoft 365 and Windows Desktop Operating Systems required.


• Knowledge of desktop/laptop hardware and troubleshooting, preferably HP


• Working knowledge of Windows Server Operating Systems.


• Working knowledge of networking.


• Help Desk process proficiency preferred.


• CAD support experience is a plus.


• Manufacturing experience preferred.


• Demonstrated commitment to continuous learning and self-development


• Above-average communication and listening skills required.


• Exceptional written and oral communication skills.


• Highly self-motivated and directed.


• Proven customer service skills required.


• Ability to work independently.

SCOPE:

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public is required.


• Ability to define problems, collect data, establish facts, and draw valid conclusions.


• While performing the duties of this job, the employee is regularly required to use hands and/or fingers.  The employee frequently is required to walk and sit.  The employee must frequently lift and or move 25 pounds or more.

COMPETENCIES:

Action-Orientated –Enjoys working hard, is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Approachability –Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it. 

Composure –Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

Learns on the Fly –Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Priority Setting –Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Problem Solving –Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.