Testing Technician, Sr. jobs in Madison, WI

Essential Duties and Responsibilities

· Provide first and second level technical support to employees and contractors in all STI businesses.

· Responsible for leading help desk related projects. This includes developing a plan, working with the management team to implement the plan, and then troubleshooting issues and concerns as they arise.

· Actively listen and ask questions to better understand the issue that the end user is experiencing.

· Troubleshoot and identify solutions to solve PC/Network problems quickly and accurately, escalating when appropriate.

· Actively participate, support other IT team members, and contribute as a professional of the IT Team.

· Align the IT coordination of new Rental facilities including ordering equipment, coordinating with our telecommunication consulting to get network connectivity, and our phone vendor on phone setup.

· Completing Preventative Maintenance as needed.

· Fulfill end user requests by responding to Help Desk (HD) tickets regarding desktop, laptop, and portable device hardware issues. Troubleshoot and resolve as quickly as possible with a goal of 85% first time resolution on the tickets.

· Respond to software issues with operating systems, Microsoft Office, and other standard software used by STI.

· Complete and assist end users with physical installs or equipment relocations.

· Add machines to the appropriate domain and Active Directory as required.

· Install operating systems and other software on PC’s, Mobile devices, and Thin Clients.

· Support Printers as needed

· Build “gold” images of desktops for deployment to users

· Maintains computer/peripherals asset inventory.

· Make configuration changes as necessary.

· Remove viruses and malware.

· Connect the network cable to the network switches and place RJ-45 connectors at the terminal, PC or printer equipment end and test the cables to insure proper functioning.

· Assist with maintenance of the NEC telephone system voice mail menus and voice mail system.

· Run reports from the NEC phone system, analyze the reports, and provide to feedback to manager.

· Provide regular updates on the state of the Desktop environment and provide suggestions on improving the current state.

· Provide documentation on both current state and futures states of the desktop ecosystem.

· Answer end user questions; contribute to user announcements, instructions, and FAQ documents.

· Other tasks as assigned by the manager.

Above is a list of the most important responsibilities and functions, which are essential to the position. Employees must be able to perform these essential functions satisfactorily with or without a reasonable accommodation. Accommodations will be evaluated and provided to eligible employees on a case by case basis, depending on the employee's medical restrictions, work availability, the nature of the position, the position's essential functions and other relevant factors.

Qualifications

· Education: Bachelor’s degree in a technology related field is preferred. 5-7 years of experience in a PC Technician or Help Desk related role.

· Licenses/Certifications:

o A-Plus certification is preferred.

· Knowledge, Skills, & Abilities:

o Working knowledge of Microsoft Office 365 (Word, Excel, Outlook).

o Working knowledge of Help Desk policies and procedures

o PC/Laptop build experience.

o Working knowledge of Microsoft versions 10 and 11.

o Familiarity with networking, especially LANs, and wireless LANs and VPNs in a WAN setting desirable but not required.

o Familiarity with mobile devices including Notebook computer, iPhone, and Android phones.

o Knowledge with VoIP and Analog Phone systems including NEC Equipment desirable but not required.

o Working knowledge of Active Directory, Remote Desktop, and SharePoint desirable but not required

o Excellent communication skills, telephone support skills, and interpersonal skills required with a customer service focus.

o Desire to learn new technologies.

o Must have valid driver’s license.

o Must be able to travel between plants and provide support either onsite or remotely.

o Must be willing to do on call work.

o Must be able to lift 50 lbs