Help Desk Technician

COMPANY OVERVIEW

We appreciate your interest in joining our team! At Robinson, Inc. we pride ourselves on our manufacturing solutions and ownership culture, which support the industries we serve and our local communities. Robinson is employee-owned and is driven by a dedicated team of skilled professionals that value trust, loyalty, teamwork, integrity, and accountability as the foundations of our organization. We strive to provide customer service that goes above and beyond the standard.

Click here to view our Benefits Snapshot

JOB OVERVIEW

As a Desktop Support Specialist, you will be the primary tech support expert for our teams. In this role, you’ll help keep our employees productive by quickly resolving day-to-day IT issues, setting up hardware and software, and making technology simple and reliable for everyone. If you love hands-on problem-solving, enjoy a varied workday, and thrive on being the go-to person when technology doesn’t cooperate, this position is a great fit for you. This position will be required to travel to production facilities in Wisconsin.

ROLE RESPONSIBILITIES (includes but not limited to)

• Deliver helpdesk support to office staff and internal users.
• Create, track, and manage all IT support tickets through ticketing system, escalating issues when necessary.
• Provide first and second level technical support via phone, email and in person for both onsite and remote users.
• Answer incoming support calls and assist users in real time
• Set up and onboard new users across the organization, including account creation and system access.
• Collaborate with the Network Administrator to troubleshoot issues and research solutions.
• Assist with hardware and software repairs as needed.
• Order, configure, and deploy domain joined computers, including the installation and management of network printers.
• Configure, troubleshoot, repair, and replace Android and iPhone mobile devices.
• Document and develop standard operating procedures.
• Participation in on call rotation during weeknights and weekends to support production facilities.
• Troubleshoot and resolve issues across:
  • Windows environments
  • Microsoft 365
  • Networking and VPNs
  • RDP and remote environments
  • VoIP systems (3CX, SIP, call flow issues)
• Support departmental and cross functional IT projects as assigned.

QUALIFICATIONS

• Proven experience in a service desk role that supports both internal and external users.
• Proficient in Microsoft Windows 11 and Office 365 Suite.
• Quick learner of various computer hardware and software applications.
• Strong troubleshooting skills with the ability to diagnose and resolve issues involving hardware, software, and systems (including PCs, printers, mobile devices, and VoIP phones)
• Ability to install and support application upgrades as needed.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• High attention to detail and accuracy.
• Strong analytical and problem-solving skills.
• Clear verbal and written communication, able to explain technical details to non-technical staff and customers.
• Professional, customer-focused attitude and approach.

PHYSICAL DEMANDS:

• While performing the duties of this role, the employee is regularly required to use their hands to handle or operate objects, tools, and controls. The employee may occasionally need to lift up to 50 pounds, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.

PREFERRED QUALIFICATIONS

• 3-5 years of Help Desk or technical support experience preferred.
• Associate’s degree in information technology, computer science, or related field. Bachelor’s degree preferred.

TRAVEL REQUIREMENTS

Travel to various Robinson locations throughout Northeastern Wisconsin to provide onsite assistance when needed.

At Robinson, we value professionalism, expertise, and a dedication to craftsmanship. We offer a dynamic work environment where employees are empowered to excel and grow within their roles. Join us in our mission to deliver exceptional metal fabrication solutions while fostering a culture of collaboration, innovation, and employee satisfaction.

Robinson is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.