Title: Sr Tech Support Specialist
Type of Hire: Contract, 1 year

Location: LaCrosse WI 54603- ONSITE

Important Notes: Sr Tech Support Specialist Noon-9pm Associates Degree required or military experience or 2 years exp. swapping out lap tops, imaging, help desk requests, set up hardware/ software, educate end users on software issues Experience with service now or service desk or a ticketing system. Must be a US Citizen.

Job Description

This position will perform routine technical support tasks such as installing new hardware, re-imaging systems, replicating software images and installing software. Travel to local remote offices for maintenance and installation of networking computer systems. Provide technical training to remote users.

Please Note: In order to be considered for this position, you must be able to obtain an SF86 Position of Trust which is only available to U.S. Citizens. Our Facilities Security Officer will initiate this process post-offer acceptance. Failure to obtain this will result in termination from this role.

Primary Responsibilities:

• Receive, troubleshoot, and respond to Help Desk requests via phone calls or e-mails in a 24/7 environment

• Set up and maintain hardware and software, including computers, printers, copiers, faxes, scanners, and projectors

• Educate end-users on how to resolve various hardware and software problems

• Assist staff with installation, configuration, and ongoing usability of desktops, laptops, peripheral equipment, and software, complying with given standards and guidelines

• Monitor stock levels of hardware and submit request for equipment when needed

• Front Desk duties to include helping walk ins, recording receipts of computer equipment

• Provide on-site technical support for video conference software and hardware

• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues

• Maintain a working inventory of most used items for desktop support. Inventory and request items as needed to maintain effective amounts

• Monitors telephone calls from users having problems using computer software and hardware or inquiring how to use specific software or hardware

• Maintain Incident / Request logs and records

• Make preliminary identification of problems encountered by network users to determine if they are due to equipment, network, or application errors. Escalate to appropriate personnel as needed to achieve resolution

• Maintain and install printers and scanners

• Setup new computers including connecting keyboard, mouse and monitor to PC, checking for proper operation and installation of software

• Investigate and resolve computer software and hardware problems

• Provide software application support to end users via telephone or onsite

• Provide good written and oral communication skills

• Perform related duties as may be required

Required Qualifications:

• High School Diploma / GED

• Associates Degree 6 months experience in a desktop support environment, OR 2 years work/military experience in an IT field with a High School Diploma / GED

• 6 months experience/working knowledge of Microsoft Office products to assist end – users with technical assistance for hardware and software.

• United States Citizenship

• Ability to obtain favorable adjudication following the submission of Defense Health Agency eQuip Form SF86

• Ability and willingness to work 1st or 2nd shift hours.

• Experience with a ticketing system, such as ServiceNow and ServiceDesk

• Ability to present ideas in user-friendly language.

• Ability to work while standing for extended periods of time

• Capable of lifting up to 35lbs frequently (34-66% of the time)

• Physical ability to bend, reach, twist, package and transport (shift/roll/push/pull) multi-sized packages or equipment hard-cases that range from 10-35lbs frequently and 50 lbs occasionally to rarely with assistance

Preferred Qualifications:

• Bachelor's Degree

• CompTIA A or CompTIA Network

• Experience with end user provisioning

• Experience with desktop provisioning

• Solid written and verbal communication skills

• Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors. Service with a smile attitude. Excellent customer service

• Demonstrated ability to work independently; self-motivated and goal oriented and able to work with little to no direction.

• Excellent time management, issue management, and project management skills

Key Technologies:

• Certifications: CompTIA A or CompTIA Network

• ServiceNow and ServiceDesk ticketing / tracking system

• Windows10

• Mac IOS

• PC Imaging Technology - FOG

• Microsoft System Center

• Active Directory

• Microsoft Office 2016

• Citrix Gateway

• Fortinet FortiClient

• Cisco GlobalProtect

• Beyond Trust

• Dell Laptops

• Xerox Printers/Copiers

Job Type: Contract

Pay: $21.00 - $22.00 per hour

Expected hours: 8 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person