Job Summary

IT Support Hero (Helpdesk) - Appleton Job Title: IT Support Hero (Helpdesk) (Please note: A second client of mine has a more senior role open as well) Anticipated Start Date: ASAP Location: Appleton Position Description: IT Support Heroes! We need someone like you to be our go-to hero for tech support! You'll be rocking it by making sure all our tech stuff, from workstations to phones and servers, is top-notch. Oh, and you'll also be throwing in your tech wizardry on some global IT projects. Let's break it down! On the Tech Front: Help out our partners with any tech issues, whether it's hardware, phones, or any other tech mysteries. Keep an eye on trends in tech issues and fix the root cause or bring in the right team to do it. Play the tech doctor by diagnosing, repairing, installing, and upgrading IT software and hardware. Be all about proactive support and direct the tech magic to the right support teams. Keep the communication lines open with our partners during the resolution process. Use the Service Management tool like a pro to handle issues and requests. Keep it updated until it's all good. Let everyone know about system outages at our assigned plants. Roll out the red carpet for new processes, hardware, or software. On the Strategic Front: Dive into small-medium IT projects and lead the charge. Use the service management tool to drop some knowledge bombs with trend analysis and improvement recommendations. Team up with the Global IT squads to cook up IT solutions for plant engineers in each initiative. Be the messenger, sharing updates with the right crowd at the plant. Get the lowdown on customer needs, document it, weigh the options, and make solid recommendations. Cook up some tasty IT documentation for our plant support processes. Show off your IT smarts by following the best practices and processes in the tech world. Stay on top of your game by taking classes and doing some rad research. Keep it fresh! What are the top 3-5 skills for this role? PC screening - provisioning of laptops imaging Lenovo laptops Troubleshoot windows OS, Teams, Outlook, connectivity issues, cisco VPN, thin client connectivity Self-starter, independent worker More level 2/level 3 tickets Ticket examples: adding people to user groups, active directory. Looks like a lot of hardware issues (monitors, etc). connectivity to VPN, etc. Sound interesting? Please