IT Support Desk Engineer

The Risetech Partners Support Desk Engineer role is a fast paced technical support resource that specializes in the immediate response to technical issues presented by end users. Additionally assisting multiple other departments with project tasks directed to them. These tasks may fall within reactive support, deployment of new equipment, centralized tool stack, project and cyber security divisions. RTP serves as the Outsourced IT Department for 40+ organizations in the greater Milwaukee metro market., * Accept support tickets via call or email

• Perform remote troubleshooting of hardware & software issues
• Perform onsite troubleshooting of hardware & software issues as needed
• Document problem resolution and entire process within RTP ticketing platform
• Create technical documentation for client processes, systems and software
• Complete assigned daily, weekly, and monthly proactive tasks
• Remediate issues presented by RTP tools currently in place- AV, backups, remote access tools, monitoring of servers and desktops
• Manage and organize RTP tools currently in place to maintain correct licensing compliance
• Communicate with vendors of RTP tools to remediate issues immediately
• Perform assigned projects approved by RTP
• Recommend improvements to support process

Do you have experience in Ticketing system technical support?, * Microsoft Windows 10 and 11 desktop experience

• Microsoft Office 2016+ experience
• Microsoft Server 2016+ experience
• Microsoft Active Directory & Supporting Services (DNS, DHCP, File & Print Sharing)
• Network Technologies (understanding VPN, DNS, DHCP, Firewall and routing rules)
• Microsoft Server operation troubleshooting and light configuration experience is required
• Apple OSX desktop experience is highly desirable
• Applicants will be asked to describe in detail their past and present experience with the items listed above

Requirements:

• Effectively communicate RTP value proposition and suite of offerings
• Arrive on time or early to the office, client meetings, and training sessions
• Refrain from using unacceptable language and dialogue
• Maintain professional demeanor
• Adhere to client standard operating procedures
• Strong listening skills
• Strong documentation
• Effectively communicate technical information to non-technical audiences
• Operate effectively in a team environment
• Manage time effectively and operate with minimal supervision
• Efficient use of Autotask Professional Services Automation Tool (Ticketing Systems)

Ideal Past Employer/Education/Certifications:

• Technical degree or equivalent experience
• A+ Certification
• Microsoft Certified Professional
• Complete additional training to advance career as requested

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance