What are the responsibilities and job description for the IT Service Desk Technician I position at Ultratec, Inc.?
JOB REQUIREMENTS: Ultratec, Inc., located on the west side of Madison,
is the worldwide leader in developing new technologies for the deaf and
hard of hearing population. Today, our equipment is recognized as the
standard for excellence in text telecommunications. Ultratec, Inc. is
actively seeking an IT Service Desk Technician I to join our team. This
full-time position offers an on-site, Monday-Friday schedule between the
hours of 7:00 AM - 6:00 PM, a competitive starting wage, a full benefits
package, and a casual work environment. Absent undue hardship, Ultratec
will make reasonable accommodations for religious beliefs and
individuals with disabilities. Ultratec\'s most recent endeavor, the
Captioned Telephone (CapTel), continues to demonstrate how we have
revolutionized the industry with cutting edge products that transform
the lives of individuals around the world. Job Summary: The IT Service
Desk Technician I provides front-line technical support and basic
troubleshooting for Ultratec\'s end users and systems. This role focuses
on initial triage, resolving common workstation and access-related
issues, and ensuring accurate documentation and timely escalation when
needed. This position plays a key role in delivering reliable,
customer-focused IT support while following established procedures and
service standards. Essential Functions: To perform this job
successfully, an individual must be able to perform each essential
function satisfactorily. Reasonable accommodations may be made to enable
Individuals With Disabilities To Perform The Essential Functions. Serve
as first point of contact for IT support requests via phone, ticketing
system, and desk-side support. Perform initial troubleshooting for
common technical issues, including: o Password resets and account access
issues. o Login, MFA, and Microsoft 365-related issues. o Basic Windows
OS startup, connectivity, and user profile issues. Accurately document,
track, and update tickets in the help desk system. Perform basic
hardware and software installation, maintenance, and break/fix support
for desktops, laptops, and peripherals. Follow established process and
procedures for issue resolution and escalation. Escalate unresolved or
complex issues to IT Service Desk Technician II or other IT resources as
appropriate. Maintain clear, professional communication with end users
regarding issue status and resolution. Assist with documentation,
knowledge base articles, and standard work instructions. Travel between
company locations (less than two miles apart) as needed to provide
On-site Support And Transport Equipment. Supervisory Responsibilities
No direct reports. Other Duties: This job description is not designed to
cover or contain a comprehensive listing of activities, duties, or
responsibilities of the employee. Duties, responsibilities, and
activities may change, or new ones may be assigned at any time with or
without notice. \*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS:
Requirements: The requirements listed below are representative of the
Knowledge, Skills And/or Abilities Required. Required Technical Skills &
Experience: o Technical or Information Systems degree completed or in
progress, relevant certifications, or equivalent practical experience. o
0-2 years of experience in an IT support or help desk environment
preferred. o Working knowledge of Microsoft Windows workstation
environments. o Familiarity with Microsoft 365 applications and basic
account administration concepts. o Basic understanding of LAN/WAN
connectivity and workstation networking. o Ability to research solutions
and follow documented troubleshooting steps. Required Soft Skills: o
Strong customer service orientation with the ability to interact
professionally and patiently with users. o Effective verbal and written
communication skills. o Strong organizational skills and attention to
detail. o Ability to handle confidential information ap ropriately. o
Willingness to learn and grow technical skills. Physical Demands and
Work Environment: The physical demands and work environment
characteristics described here are representative of those that must be
met by an employee to successfully perform the essential functions of
this job. Reasonable accommodations may be made to enable individuals
With Disabilities To Perform The Essential Functions. Physical Demands
While performing the duties of this job, the employee is regularly
required to sit, hear and talk; use hands to finger, handle or feel
objects, tools, or controls; reach with hands and arms. Specific vision
abilities required by the job include close vision, depth perception and
the ability to adjust focus. Ability to lift and/or carry 15-30 lbs. and
move equipment as needed. Work Environment: While performing the duties
of this job, the employee is exposed to weather conditions prevalent at
the time. The noise level in the work environment is usually moderate.
General Sign-Off: The employee is expected to adhere to all company
policies and to act as a role model in the adherence of company
policies. All qualified applicants will receive considerations for
employment without regard to sex, race, color, national origin or
ancestry, age, disability, marital/veteran/student status, physical
appearance, sexual orientation, political beliefs, religion, genetic
information, gender identity, a less than honorable discharge from the
military, etc., and any other status protected by federal, state, or
local law and regulations. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply
Online
https://jobs.dayforcehcm.com/en-US/ultratec/ultrateccareersapplication/jobs/1174
is the worldwide leader in developing new technologies for the deaf and
hard of hearing population. Today, our equipment is recognized as the
standard for excellence in text telecommunications. Ultratec, Inc. is
actively seeking an IT Service Desk Technician I to join our team. This
full-time position offers an on-site, Monday-Friday schedule between the
hours of 7:00 AM - 6:00 PM, a competitive starting wage, a full benefits
package, and a casual work environment. Absent undue hardship, Ultratec
will make reasonable accommodations for religious beliefs and
individuals with disabilities. Ultratec\'s most recent endeavor, the
Captioned Telephone (CapTel), continues to demonstrate how we have
revolutionized the industry with cutting edge products that transform
the lives of individuals around the world. Job Summary: The IT Service
Desk Technician I provides front-line technical support and basic
troubleshooting for Ultratec\'s end users and systems. This role focuses
on initial triage, resolving common workstation and access-related
issues, and ensuring accurate documentation and timely escalation when
needed. This position plays a key role in delivering reliable,
customer-focused IT support while following established procedures and
service standards. Essential Functions: To perform this job
successfully, an individual must be able to perform each essential
function satisfactorily. Reasonable accommodations may be made to enable
Individuals With Disabilities To Perform The Essential Functions. Serve
as first point of contact for IT support requests via phone, ticketing
system, and desk-side support. Perform initial troubleshooting for
common technical issues, including: o Password resets and account access
issues. o Login, MFA, and Microsoft 365-related issues. o Basic Windows
OS startup, connectivity, and user profile issues. Accurately document,
track, and update tickets in the help desk system. Perform basic
hardware and software installation, maintenance, and break/fix support
for desktops, laptops, and peripherals. Follow established process and
procedures for issue resolution and escalation. Escalate unresolved or
complex issues to IT Service Desk Technician II or other IT resources as
appropriate. Maintain clear, professional communication with end users
regarding issue status and resolution. Assist with documentation,
knowledge base articles, and standard work instructions. Travel between
company locations (less than two miles apart) as needed to provide
On-site Support And Transport Equipment. Supervisory Responsibilities
No direct reports. Other Duties: This job description is not designed to
cover or contain a comprehensive listing of activities, duties, or
responsibilities of the employee. Duties, responsibilities, and
activities may change, or new ones may be assigned at any time with or
without notice. \*\*\*\*\* OTHER EXPERIENCE AND QUALIFICATIONS:
Requirements: The requirements listed below are representative of the
Knowledge, Skills And/or Abilities Required. Required Technical Skills &
Experience: o Technical or Information Systems degree completed or in
progress, relevant certifications, or equivalent practical experience. o
0-2 years of experience in an IT support or help desk environment
preferred. o Working knowledge of Microsoft Windows workstation
environments. o Familiarity with Microsoft 365 applications and basic
account administration concepts. o Basic understanding of LAN/WAN
connectivity and workstation networking. o Ability to research solutions
and follow documented troubleshooting steps. Required Soft Skills: o
Strong customer service orientation with the ability to interact
professionally and patiently with users. o Effective verbal and written
communication skills. o Strong organizational skills and attention to
detail. o Ability to handle confidential information ap ropriately. o
Willingness to learn and grow technical skills. Physical Demands and
Work Environment: The physical demands and work environment
characteristics described here are representative of those that must be
met by an employee to successfully perform the essential functions of
this job. Reasonable accommodations may be made to enable individuals
With Disabilities To Perform The Essential Functions. Physical Demands
While performing the duties of this job, the employee is regularly
required to sit, hear and talk; use hands to finger, handle or feel
objects, tools, or controls; reach with hands and arms. Specific vision
abilities required by the job include close vision, depth perception and
the ability to adjust focus. Ability to lift and/or carry 15-30 lbs. and
move equipment as needed. Work Environment: While performing the duties
of this job, the employee is exposed to weather conditions prevalent at
the time. The noise level in the work environment is usually moderate.
General Sign-Off: The employee is expected to adhere to all company
policies and to act as a role model in the adherence of company
policies. All qualified applicants will receive considerations for
employment without regard to sex, race, color, national origin or
ancestry, age, disability, marital/veteran/student status, physical
appearance, sexual orientation, political beliefs, religion, genetic
information, gender identity, a less than honorable discharge from the
military, etc., and any other status protected by federal, state, or
local law and regulations. \*\*\*\*\* APPLICATION INSTRUCTIONS: Apply
Online
https://jobs.dayforcehcm.com/en-US/ultratec/ultrateccareersapplication/jobs/1174