IT Support Specialist - End User Services

Work Location: Milwaukee, Wisconsin
Shift:
Department: EF-DS-GO6IHM EUS Midwest LS
Recruiter: Genie Hooper

This information is for internals only. Please do not share outside of the organization.

Your Role:

As the End User Services - Specialist, you will be accountable for the delivery of IT support, services, and customer experience, ONSITE at our Milwaukee site (6000 N Teutonia). In this role, you will guide customers through all support processes (including Global) when needed.

• Full responsibility for Incidents/Service Requests/Problems management, providing as 2nd and 3rd level onsite support
• Work as part of the local IT team supporting all onboarding, offboarding and relocation requests
• Provide support for any integration activities and work with global teams to resolve complicated and advanced IT related issues
• Support all services related to Lifecycle management, Asset and License Management, User Access management for end users software and hardware
• Provide a positive and supportive experience for the customer at all times. Seek support from colleagues in difficult situations
• Maintain a core level of knowledge regarding service offerings for all IT units (including training offerings and resources when available)
• Work with end users, to providing them training as, advice and guidance and training on IT systems and process
• Handles all operations within a site(s). Organizes Onboarding/Offboarding processes
• Participates in any compliance-related topics (e.g. Encryption, Vulnerability, Windows patching and non-standard computers, etc)
• To perform periodic controls supporting the \"\"Periodic review audit process\"\"
• General Audits and governance support, like P&P updates and periodic review process
• Collaborate and partner with Infrastructure for "smart-hands" and required on premise support for all standard infrastructure in all sites like Storage, Servers and Networking teams, including working with global partners like Orange, TCS
• Translate and communicate Global projects and deployments to the customer
• Support on all processes relating to local Infrastructure, change mgmt., and collaborate with IT-Infrastructure for standardized processes
• Support Innovation activities such as process improvements, pilots, PoCs, etc
• Support procurement process

Physical Attributes:

• Lift at least 25lbs
• Sit or stand for extended periods of time

Who You Are:

Minimum Qualifications:

• High school diploma or GED
• 3+ years IT experience in a customer-facing role, supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel)
• 1+ years experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, Mobile Iron, etc.

Preferred Qualifications:

• ITIL Certification a plus. Microsoft Certifications (MCP, MCSE, MCSA)
• Experience with Microsoft SCCM
• Communicate and collaborate effectively with other IT units (Business partners, Infrastructure and Applications)
• Effective Communication with end users during incident/problem solving and tickets follow ups
• Problem solving and result oriented
• Self motivated to provide excellent services

Pay Range for this position - $28.00/hr - $44.00/hr

The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here.

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.