Service Desk Technician

About the role

Apogee Services Inc. is looking for a Service Desk Technician in Wausau who uses their knowledge of technology to provide enterprise-wide support to Apogee Enterprises. The role involves identifying, diagnosing and troubleshooting end-user support issues quickly so they are resolved to the customer's satisfaction, in line with the department's Service Level Agreements and Apogee technology standards.

Key responsibilities

• Provide end-user support for all IT-related services, acknowledging and resolving requests in a timely manner with good customer service.
• Follow Service Desk processes, create detailed work tickets and escalate issues as appropriate.
• Support user endpoints such as desktops, laptops, printers, mobile devices, AV and VoIP equipment, and standard software applications.
• Set up new users (hardware, client, system access, telephone) and maintain user access (password resets, disabling access).
• Maintain an accurate inventory of equipment, software and software licenses.
• Provide on-call support for off-hours as needed.
• Learn new software and hardware releases, pilot test them, help roll them out to users and write support documentation for the internal knowledge base.

Required profile

• Associate's or Bachelor's degree in Computer Science or equivalent highly desired (a technical certification is considered).
• 1+ years of experience in a Service Desk/Help Desk environment.
• Strong client service orientation, written and verbal communication skills, and ability to explain things to non-technical staff.
• Ability to work under pressure, adapt to changing priorities and solve problems independently.
• Flexible hours, availability to travel up to 10%, and ability to lift up to 50 pounds.

Required skills

• Working knowledge of Microsoft operating systems and applications (Windows 7 preferred).
• Working knowledge of networks and iOS-based products.
• Project experience is a plus.

What we offer

• Medical, dental, vision, life and disability insurance for employees and dependents.
• 401(k) with employer contribution and match, and an employee stock purchase plan with employer match.
• Paid time off, paid holidays and tuition reimbursement.
• Employee assistance program, wellness program and training and career progression.