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Kwik Trip - La Crosse, WI
posted 4 days ago
About the position
Kwik Trip, Inc. is seeking a full-time Help Desk Support Analyst to join our IT Service Center. The purpose of the IT Desktop Support Technician 1 position is to provide fast and effective hardware and software support to Kwik Trip end users, primarily focusing on supporting Kwik Trip's Fleet Services hardware and software. This position will be responsible for deploying new and replacement end user devices, troubleshooting hardware and software issues, and maintaining an accurate hardware inventory. The Desktop Support Technician will respond to requests in person, over the phone, through chat, or ServiceNow incidents to assess and diagnose computer hardware and software problems and implement effective solutions. Additionally, this person may be required to provide basic computer training or install computer peripherals.
Responsibilities
- Provide first and second level support for issues that cannot be resolved by the ITSC Service Desk Analysts.
- Install and maintain new and replacement hardware and software.
- Analyze customer support requests to identify similarities to determine permanent resolutions and communicate these findings to others in the department.
- Inventory and Lifecycle Management.
- Maintain, create, and update technical documentation in ServiceNow.
- Review open support requests and determine if the request requires an escalation into a support incident or problem and communicate with the escalation point of the team responsible.
Requirements
- Associate's degree in an Information Technology related field or equivalent training/work experience.
- 1-3 years' experience performing technical service desk responsibilities.
- Knowledge of server and desktop operating systems (Windows 11, Windows 10, Server 2008-2019, iOS, and MAC OS X).
- General networking knowledge (LAN WAN TCP/IP).
- Familiarity with M365 Apps and Microsoft Office 2013, 2016, 2019.
- Full understanding of Active Directory.
- Experience with IT Service Management and Ticketing applications.
Nice-to-haves
- ITIL Certification (desired but not required).
- Hardware or software certification (desired but not required).
- Experience with ServiceNow, SCCM, Microsoft Office 365 Administration, OneDrive, AS400, EMM software - WorkspaceOne, Cisco IronPort, Hyland OnBase.
