Responsibilities

• Adhere to Service Desk Service Level Agreement (SLA) at all times.
• Respond to all service desk inquiries – telephone, e-mail, walk up.
• Document and log all requests for technology assistance.
• Triage and prioritize requests for service.
• Dispatch the Field Service Technician.
• Track, monitor, and close all service requests.
• Install, configure, and troubleshoot hardware and software for Wilco/HGO staff.
• Troubleshoot computer and printing errors.
• Apply network security as defined by access matrix.
• Train and support Field Service Technician role.
• Participate in evening and weekend on-call support rotation.

Special Skills & Training

• 5 or more years of PC and Printer Support Experience.
• 5 or more years’ experience installing new PC’s and Printers.
• Experience and/or training supporting: LAN environment with multiple platforms.
• Understanding of network topologies.
• 5 or more years of Windows desktop software support experience.
• Office365 applications including OneDrive and Teams.
• Exposure to TCP/IP protocol.
• Formal training on Windows 10 and Office 365 Suite.
• Good verbal and written communication skills.
• Good organizational skills and prioritization skills.
• Experience supporting users in a medium network environment over (500) users.
• Certifications: Microsoft 365 Modern Desktop, MCSA, A+.
• 2 – 4 year technical degree or equivalent.

Physical Requirements

• Must be able to lift up to 30 pounds.

Remote Eligible

Last updated: May 14, 2025 @ 16:04:21