In PersonTravel to remote offices and job sites is required; driving may take 1–4 hours.
IT OperationsIT Service Desk & End User Support
About the job
Requirements
An Associate’s degree or equivalent combination of education and experience is required.
At least 3 years of experience with technology troubleshooting is required.
At least 3 years of experience in a customer service or help desk environment is required.
Proficiency with Microsoft operating systems, Microsoft Office software, computer hardware, and mobile devices is required.
A valid driver’s license is required to provide transportation to remote offices and job sites.
The ability to be on call and work overtime and weekends when necessary is required.
The ability to handle multiple tasks simultaneously and work without supervision is required.
Compliance with logical and physical security policies, processes, and practices is required.
Confidentiality regarding information stored on the company’s technical resources must be maintained.
The employee must be able to sit for 7 or more hours, drive for 1–4 hours, lift or carry up to 10 pounds, and occasionally bend, squat, climb ladders, reach above the shoulders, kneel, crawl, use foot controls, and work at heights above 6 feet.
Responsibilities
Support team members in their use of technology systems.
Manage technical requests through the help desk ticketing system.
Track and manage technology inventory accurately.
Set up and deploy technology equipment for offices, project sites, and team members.
Provide technical assistance and advice to team members.
Support the deployment of technologies managed by the Technology team.
Lead assigned technology projects, including tracking and reporting project status.
Maintain and contribute to the information technology knowledge base.
Set up and maintain video-conference and related audiovisual equipment.
Coordinate internal information technology training on new technologies and promote technology awareness.
Attend seminars, workshops, and educational opportunities on current technologies to make technical recommendations.
Mentor coworkers and foster a learning and growth environment.
Research and recommend upgrades to existing software or hardware systems.
Recommend tools and processes for use by the Information Technology team.
Update tracking systems and information technology databases.
Administer applications and services and manage user access and licensing.
Meet the end-user service-level agreement of a 2-hour first response and 8-hour resolution.
Provide help desk service coverage and coordinate coverage when unavailable.
Maintain required documentation and an accurate inventory database.
About Your Opportunity
Wohlsen is seeking an engaged and personable HelpDesk Technician to deliver excellent support to our Team Members and the improvement of IT resources and usage of technology tools.
Primarily responsible for identifying, diagnosing, and resolving technology issues on behalf of Wohlsen’s technology users and prioritizing technology project implementations and support accountabilities concurrently.
How You’ll Contribute:
Support Wohlsen Team Members in their use of technology systems
Manage technical requests through the Helpdesk ticketing system
Accurately track and manage our technology inventory
Setup and deploy technology equipment for offices, project sites, and Team Members
Provide technical assistance and advice to all Wohlsen Team Members
Support the deployment of technologies managed by the Technology team
Lead assigned technology projects, including tracking and reporting on statuses
Maintain and contribute to IT knowledgebase
Setup and maintain video conference and related AV equipment
Coordinate internal IT training to introduce new technologies and promote awareness
Attend seminars, workshops, and educational opportunities on current technologies to make technical recommendations
Mentor coworkers and foster a learning and growth environment
Research and recommend the upgrade of existing software or hardware systems to ensure high-performance technology systems
Other duties as assigned
Relationships
Reports to IT Manager
Works alongside IT Team Members
Provides support to all Wohlsen Team Members
Authority
Recommend tools/processes/etc. for use in IT Team.
Update tracking systems and IT databases.
Administer Applications/Services, manage user access/licensing.
Accountability
Adhere to IT End User SLA of 2 hours to first response and 8-hour resolution
Coverage of HelpDesk services, coordinating coverage when not available
Strict adherence to documentation requirements
Accurate inventory database
Qualifications
Associate’s degree or equivalent combination of education and/or experience required.
3+ years of experience with technology troubleshooting.
3+ years of experience in a customer service/help desk environment.
Proficiency with Microsoft operating systems, Microsoft Office software, computer hardware, and mobile devices.
Strong interpersonal skills are necessary for interaction with Team Members.
Have a valid driver’s license to have transportation to support remote offices and job sites.
When necessary, must be on call and work overtime and weekends.
Must be flexible and able to handle multiple tasks simultaneously.
Ability to work without supervision.
Comply with logical and physical security policies, processes, and practices.
Maintains confidentiality regarding information stored on Wohlsen technical resources.
Physical Requirements
In a normal day, this position requires little to no standing or walking. In a normal day, the employee must be able to sit for 7+ hours. In a normal day, the employee must be able to drive 1-4 hours. Employee must be able to lift/carry up to 10 lbs. maximum; occasionally carry small objects. In this position, employee occasionally (0-33%) must be able to bend at waist, squat the knees, climb (including ladders), reach above shoulders, kneel, crawl, use feet (foot controls), and/or work at heights above 6 feet.
It is the policy of Wohlsen Construction to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender, gender identity, genetic information, pregnancy or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities.
*Note to Recruiters, Placement Agencies, and Similar Organizations: Wohlsen does not accept unsolicited resumes from agencies. Please do not forward unsolicited agency resumes to our website, locations, or to any Wohlsen team member. Wohlsen will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Wohlsen and will be processed accordingly.