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**The majority of this job is Remote with availability to travel to client sites in the Madison, WI area, when needed.**
IT Help Desk Technicians utilize several skills to provide all-star customer support to our clients. They are responsible for handling second level service support requests with foresight, confidence, empathy, and charm. Candidates should possess the ability to think fast on their feet, a willingness to help others, and the ability to take internal coaching and client frustrations in stride.
Much of the IT Help Desk Technician II role and responsibilities revolve around supporting inbound client phone calls/emails and handling support for:
Other responsibilities may include, but not limited to:
Because of the breadth of technologies Applied Tech supports, IT Help Desk Technicians are expected to have proficiency in the majority of the following technologies:
Our service team supports clients Monday through Friday from 7am – 5:30pm CDST, and IT Help Desk Technicians may be asked to work 1 of 3 shifts to help cover availability during those times. Typical work weeks do not exceed 40 hours.
IT Help Desk Technicians share on-call responsibilities to provide continuity of support to our clients after hours. On-call rotations are generally once a quarter for a week (Wednesday-Wednesday).
This position is metric-driven and key performance indicators include utilization, average case/conversation durations, and total case/conversation completions.
Applied Tech strives for excellence in all we do, and a part of that is continuous skills development. IT Help Desk Technicians should be prepared to further their skill sets by focusing on a handful of various industry-driven certifications such as Server 2016 MCSA, Office365 MCSA, Cisco CCNA, and others.
This is a full-time position that offers benefits such as paid time off, health/dental/vision insurance, 401(k), and more.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.
Most of the support we provide is remote, and you’ll be asked to interact with computers daily for extended periods of time. This could be standing or sitting but could be up to 8 hours a day or more. There are situations where you may also need to travel to a client site to continue troubleshooting or during hardware deployments, so the ability to travel legally and safely is a must. We also work with physical hardware including workstations, printers, servers, and more; you will need the ability to lift and move up to 40 pounds on an occasional basis.
Applied Tech was founded in 1999 to help small- to medium-sized organizations in Wisconsin get the most out of their business technology. Over the years, Applied Tech evolved from providing technical services to small departments at the UW-Madison campus to being named one of InBusiness Top Three IT Services Providers and IT Training Companies in Dane County.
Today, we support all types of businesses – either as a full-service outsourced IT staff for our smaller clients, as a supplement to our larger ones by performing routine maintenance tasks, or as strategic business partners helping to shape internal systems for staff, clients, or vendors. Over the past 20+ years, Applied Tech has met the IT needs of more than 250 businesses, government agencies, non-profits, and trade associations.
Creating a dynamic culture at Applied Tech begins with the hiring process. From the start, we’re looking for people to fit within our unique and talented team. We promote personal growth, independence, and teamwork. Our employees are driven to succeed, like to have fun, and have a work-hard, play-hard mentality.
We are a fun and fast-growing company with a people-first culture.
Here’s why Applied Tech may be the perfect next step for you:
Our team is made up of veteran entrepreneurs, brilliant technical minds, and tried-and-true professionals dedicated to the success of the business and our community. What’s left to add? You.