Spectrum Brands Middleton , WI 53562
Spectrum Brands utilizes a Shared Services model that enables resources to be leveraged across the organization. The Shared Services team is made up of information technology, human resources, indirect sourcing, finance & accounting professionals that support all business units. Shared services teams are headquartered in Middleton, Wisconsin but have members across the country.
The IT Desktop Administrator is responsible for assisting end-user departments and individuals with second level incident analysis and resolution and accurate logging of the incident in the incident management system. The IT Desktop Administrator position is dispatched to the end user's desk in order to provide the necessary assistance to resolve technical problems that cannot be handled via remote control. It is the responsibility of the IT Desktop Administrator to follow-up and provide problem resolution in a timely manner.
Primary Duties & Responsibilities
Provides desktop support for LAN based PC's on both the operating system and the applications levels. Documents all requests for assistance by logging all calls in the incident management system.
Take calls presented into the IT Service Desk when not on an on-site service call.
Performs upper level problem management of user, pc, phone, and software issues when Service Desk Admins and Desktop Support 1 teams are unable to resolve
Provides printer support including troubleshooting and resolving all facets of printing issues.
Provides 24/7 on-call support for all business critical applications/systems on a rotating schedule with the rest of the Customer Service support team members in accordance with the IT On-Call Support Policy. Must be accessible by phone during the on-call hours, responding, when contacted, within 30 minutes.
Provides technical consultation and support to customers in the use of industry standard PC hardware and software.
Assists in the installation of new PC's by imaging and delivering to the users.
Installs, configures, and troubleshoots IP phones delivering those phones to the users.
Performs PC and phone moves/adds/changes.
Performs AD maintenance on a regular basis.
Develops and maintains incident resolution database and works constantly to improve the incident resolution process.
Maintains relationships with internal and external IT customers measuring client satisfaction and recommending appropriate steps to enhance IT customer satisfaction.
Monitors and updates incidents logged in the Help Desk ticketing system.
Be available for travel to remote Spectrum Brands locations for routine project and on-site support.
Education and Experience Profile
Bachelor's degree in Information Services objectives or equivalent experience.
Minimum 2 years of information services experience.
Minimum 2 years customer service experience
Proficient in Windows operating systems
Proficient in the Microsoft Office Professional Suite
Proficient in the use of administrative tools (User Manager, Active Directory)
Proficient on PC hardware, printers and RF devices
Knowledge of the MAC operating system
Excellent communication, organization, and customer service skills required
Proficient in wireless devices
Strong interpersonal and team skills
Ability to lift 20 lbs.
Working conditions are normal for an office environment.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.