Job description

We are seeking a dynamic, hands-on Help Desk Technician to join our IT team. In this role, you will work to resolve IT-related employee requests, resolve ticket escalations, maintain system and process documentation, and manage PC/hardware setups. This on-site, full-time position will also serve as the primary point of contact for staff seeking technical support.

As an organization, we embrace an inventive and entrepreneurial mindset that is committed to bringing new and sustainable products to the world of events. If you are driven by continuous improvement, embody a customer-first attitude and believe in proactive approaches, then this job is for you!

A Day in the Life of a Help Desk Technician:

• Oversee multiple support tickets and escalations to fully resolve issues or implement changes as needed
• Respond to customer requests in a timely and professional manner in person, email, or via Microsoft Teams chat
• Conduct internal employee training and provide new hire onboarding support as it relates to IT equipment and IT-owned software
• Promote employee adoption of technology and IT services through feedback, communication and learning strategies
• Create and maintain employee self-service content as needed
• Perform troubleshooting in person and remotely to diagnose and resolve problems, repair or replace parts, and troubleshoot various software programs
• Set up new employees with accounts, software, hardware, and training needed according to their position
• Work with outside support vendors to resolve issues and/or implement changes to software and hardware as needed
• Maintain and monitor IT infrastructure as needed (Monitor backups, VM hosts, system alerts or warnings)
• Work on some longer form projects, migrations, and IT implementations as needed
• Possess the ability to work with the IT team to train and relay technical information and updates
• Perform other general IT administrative tasks as required

This Role is for You if You Have:

• Bachelor’s degree or Associates Degree in IT System Administration, IT Network Administration, or related IT degree
• 5+ years’ experience in a Help Desk role or IT troubleshooting environment
• Ability to work on-site at our office in Verona, WI
• Technical knowledge of Microsoft Windows desktop and server environment, Active Directory and Microsoft Office 365 applications and tools
• User and computer setup and hardware experience from start to finish (Windows setup, AD user and email creation, software install, Monitor/peripherals setup)
• Troubleshooting experience with printers and other network device configurations
• Knowledge of remote RDP computing, VPNs, TCP/IP, DNS, LAN/WAN technologies
• Strong problem-solving skills, attention to detail, and the ability to think outside the box
• Competency in documenting technical solutions and communicating technical analysis to non-IT personnel
• Located around the Madison area and able to commute to Verona, Wisconsin

Additional Qualifications That Would Benefit This Role:

• Working experience with implementing PowerShell scripts, and running CMD commands
• VMware and vSphere knowledge or experience with virtual machine environments
• Experience with Azure, AWS, or other cloud solutions or applications is a plus
• Comfortable working and supporting internal customers in a hybrid environment (both in office & remote)

About Us:
pc/nametag® operates within the Avery® North America division of CCL Industries Inc., a world leader in specialty label and packaging solutions for global corporations, small businesses, and consumers. Here in Verona, WI, we feature the best of both worlds—the culture of a close-knit team, backed by the strength and success of a growing global network. Our employees are our greatest asset, and we make sure they know it. We also received the 2022 Top Workplace Award and special recognition for our commitment to employee appreciation.

What We Offer:

• Excellent compensation commensurate with experience
• Comprehensive benefits package including 401K, health, dental, paid holidays and more
• Technology stack that includes but is not limited to AWS, Azure, Rapid7, Microsoft 365, JIRA and more
• Opportunities for continuing education and professional development
• A company culture that values individual contribution
• Soft perks such as a complimentary coffee bar, snacks, catered lunches and company outings

To learn more about our company, visit our website at pcnametag.com.  Please apply onlinse with your resume and indicate Help Desk Technician, Level II in the subject line.  We are proud to be an equal opportunity employer and provide a drug-free workplace.

Job Types: Full-time, Permanent

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 5 years

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Verona, WI 53593: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 5 years (Preferred)

Work Location: One location

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