IT Service Desk Technician II

Location: Hartford, WI (On Site)
Job Type: Full-time
Department: IT
 
 
Job Summary:
 
We are seeking a highly skilled and motivated IT Service Desk Technician II to join our IT team and ensure efficient IT service delivery in a manufacturing environment. The ideal candidate will provide leadership, technical expertise, and excellent customer service while managing daily helpdesk operations, troubleshooting complex issues, and improving IT support processes.  They must have the ability to solve problems and see things through.
 
Helgesen was recently acquired by Standard Iron and together form a growing company that offers the opportunity to expand into a more advanced position within our IT Team. Key advancement opportunities include:

• System Admin/Infrastructure – Focusing on Active Directory, Exchange, Windows Server, networking, computer hardware (servers, PCs, laptops)
• Cyber Security – Detecting, monitoring, and mediating various aspects of security. Minimizing risk, implementing best practices, security training
• Programming –Application, database, and web development
• ERP Analysts– Learn about the modules in our ERP system, and work to become a subject matter expert (SME)
• BI Analyst – Develop a good understanding of our data and enhance our ability to analyze using Power BI

• Provide second-tier support for more difficult issues.
• Assist with assigning tasks, monitoring workloads, and ensuring timely resolution of support tickets
• Provide technical support to end-users remotely and on site via phone, email, and in-person, ensuring a timely and accurate resolution to their IT-related issues.
• Install, configure, and maintain hardware and software systems, including printers, scanners, and other peripherals.
• Ensure that IT systems are available and operating efficiently by performing routine maintenance and monitoring activities.
• Keep up to date with the latest trends and technologies in the IT field to ensure that our systems are up-to-date and efficient.
• Develop and enforce helpdesk policies, procedures, and best practices.
• Identify opportunities for process improvement and contribute to the development and implementation of best practices for IT support services.
• Collaborate with the IT support team while offering mentorship, guidance, and training to enhance overall expertise and efficiency.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through the final resolution
• Analyze support trends and implement improvements to enhance efficiency.
• Ensure that processes are properly documented
• Collaborate with IT leadership to enhance overall IT support strategy.

• Collaborate with other IT team members to resolve complex technical issues and ensure timely delivery of IT services to end-users.
• Ensure high levels of customer satisfaction by providing excellent service.
• Communicate technical information effectively to non-technical users.

• Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 4 years of experience in an IT help desk or technical support role.
• Strong technical skills and knowledge of computer hardware, software, and networking.
• Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Knowledge of ticketing systems and experience with ITIL or other IT service management frameworks is preferred.
• CompTIA A+, Network+ or other industry standard IT certifications are preferred.

• Self-motivated and directed
• Strong attention to detail
• Must have a desire to learn.
• Strong analytical and problem-solving skills

• There will be some limited travel and off-hours coverage as needed.
• Must be able to lift up to 35 lbs. Must be able to sit, stand, and bend to ground level.

 
 
This is a full-time position. If you are a self-starter with a passion for providing excellent customer service and a proven track record in IT support, we encourage you to apply for this exciting opportunity. Standard Iron offers a competitive compensation and benefit package.  Benefits include PTO and paid holidays, medical, dental, vision, life, short-term disability insurance, and 401(k) with employer match.

Standard Iron is an Equal Opportunity Employer