Job Information
Robert Half IT Operations Technician - Level 1 in Germantown, Wisconsin
Description
As an IT Operations Technician, you will be the first point of contact for technical support within the organization. Your primary responsibilities will include Level 1 triage, customer service, desktop support, and hardware and software maintenance. This role is perfect for someone who is passionate about IT, enjoys solving problems, and excels at communicating technical information to non-technical users. This is a Direct Hire position and will be fully on-site for the initial ramp up period (roughly 90 days) before moving to a hybrid schedule. Please apply right away to be considered!
Key Responsibilities:
Level 1 Triage:
Respond promptly to IT support requests via phone, email, or ticketing system.
Identify and prioritize issues based on urgency and impact on business operations.
Escalate complex issues to higher-level support as necessary.
Customer Service:
Provide excellent customer service and maintain a professional demeanor when interacting with users.
Ensure timely follow-up and communication with users regarding their support requests.
Educate users on basic troubleshooting steps and IT best practices.
Desktop Support:
Install, configure, and maintain desktop computers, laptops, and peripheral equipment.
Troubleshoot and resolve hardware and software issues on Windows and Mac platforms.
Assist with the setup and deployment of new workstations.
Hardware and Software Support:
Maintain and repair hardware components, including printers, scanners, and other peripherals.
Install and update software applications and operating systems.
Perform routine maintenance and updates on IT equipment.
Communication:
Translate technical terms and solutions into non-technical language for users.
Document issues and resolutions in the ticketing system clearly and concisely.
Collaborate with team members and other departments to ensure seamless IT operations.
Qualifications:
Education:
Associate's degree in IT or a related field preferred.
Experience:
Previous experience in a customer service or IT support role is advantageous but not required.
Familiarity with common desktop operating systems (Windows, macOS) and software applications.
Skills:
Strong problem-solving abilities and attention to detail.
Excellent verbal and written communication skills.
Ability to work independently and as part of a team.
Basic understanding of networking concepts is a plus.
Requirements
Desktop Support, Computer Triage, Documentation, Customer Service, Workstations, Ticketing Systems, Communication
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