Operations Support Technician

Overview

TDS, a technology and communications company, has a great opportunity for a driven, customer-centric, and process-oriented IT Operations Support Technician.  If you have strong communication skills and a true passion for technology, then come join and add value to our team!

This position is based on-site at our Corporate Office in Middleton, WI with a Monday through Friday work schedule.

The IT Operations Support Technician troubleshoots and/or escalates issues with the assistance of documentation or knowledgebase or will consult with senior team members, another team, or a vendor for resolution, including issues that have been escalated from the Service Desk. This position also supports lifecycle management for end user IT devices, which includes purchasing, vendor / inventory management, build / prep, deployment, break / fix, reclamation and disposal across all locations. 

Responsibilities

The IT Operations Support Technician is responsible for delivering superior customer service and improving the end user experience for one or more of the following areas: 

Client Device Support

• Provides basic maintenance, troubleshooting and support for end user devices.
• Assembles/disassembles end-user desktops (both physical & virtual), laptops, tablets, monitors, keyboards, printers, and other peripheral devices following design installation specifications.
• Completes software installation/de-installation for operating systems, applications, utilities, drivers, etc. on end user devices.
• Installs and moves devices at customer locations, including removing old devices, connecting and testing new equipment, transferring applications, data, etc.
• Ensures customer satisfaction and reports concerns and follows up as required.

Critical System Support

• Monitors and determines severity of any incident and troubleshoots issues that may occur with applications, servers or devices.  This may include monitoring jobs, powering on/off systems, swapping cables or assistance with a local console.
• Completes routine system maintenance and enhancements.

Asset Management

• May requisition IT hardware and receives incoming hardware to confirm accuracy of items received versus items ordered, taking corrective action when necessary.
• Updates the asset management system as equipment is installed moved and retired. 
• Reclaims client hardware after break/fix replacement, upon request, and as a result of other business activities.

Qualifications

Required Qualifications:

• Associate degree in related field -OR- equivalent combination of education and functional / technical experience
• Basedon business needs, ability to work overtime as needed
• Valid driver's license, insurance and access to reliable transportation

Other Qualifications:

• Basic knowledge in the following:
• End-user computer device hardware
• Common 'off the shelf' software
• End-point security technologies
• Device networking (LAN, WAN, Wi-Fi), Active Directory and Group Policy
• Mobility and remote access technologies
• Virtualization technologies
• General understanding of infrastructure design, development and deployment.
• Ability to effectively communicate, verbally and in writing, with customers at all levels of technical understanding
• Good interpersonal skills with issue resolution and conflict management abilities.
• Effective analytical and problem-solving abilities
• Ability to effectively follow established support procedures and document issues in the appropriate system(s)

To apply for this position, or to learn more about our company, please visit tds.jobs.

This position has an pay that may range from $17.15 - $23.57 / hour based on a number of factors which may include position level, internal equity and market location, and may also vary based on job-related knowledge, skills, education, and experience. Associates are also eligible for a potential annual performance award (bonus), based on annual individual and company performance.

Our organization provides a comprehensive total rewards package. Offerings include comprehensive health & well-being benefits (medical, dental, vision, life insurance, disability insurance, flexible spending and health savings accounts, associate assistance program); savings & retirement programs (401(k) with company match); and other benefits which include, but are not limited to, an education assistance program, adoption assistance, auto/home/group legal plans, paid parental and family medical leave, paid volunteer days (up to three days per year), vacation days (fifteen days accrued per year for full-time/pro-rated accrual per year for part-time), paid sick/care-giver days (ten days accrued per year for full-time/pro-rated accrual per year for part-time), seven paid national holidays and one floating holiday. Short-term and long-term disability is also available for part-time (30-39 hours) and full-time associates.

EEO

Pay Range (Hr./Yr.)

Salary : $17 - $24