Job Title 

Service Desk Technician II 

IT Help Desk Technician- Wausau, WI at Applied Tech 

Reporting To 

Service Desk Lead 

FLSA Status - 

Non-Exempt 

Description 

Service Desk Technicians 2- utilize several skills to provide all-star leadership to Applied Tech’s internal teams and customer support to our clients. You understand high-quality customer service, respond with appropriate professionalism and urgency, and have a knack for adapting your interpersonal style to many diverse types of users. You know how to support integrated enterprise applications, troubleshoot hardware and software, and keep users up and running. You are willing to go onsite to client’s locations as needed for business and client needs. Candidates should possess the ability to think fast on their feet, be willing to help others, and take internal coaching and client frustrations in stride. You lead with effective communication and a client-first mindset. 

This position may require on-site support at the request of the customer to do troubleshooting/remediation. This is a hybrid position that combines in-office collaboration (2-3 days per week), client on-site visits, and the flexibility of remote work.

Primary Responsibilities 

Technical issues involving Microsoft's full suite of business applications and operating systems 

Hardware and software support, maintenance and updates for desktops, printers, and mobile devices 

General knowledge hardware and software support for servers 

General knowledge firewalls, switches, and wireless access points 

Logging client issues correctly in our ticket management system. 

Substantial customer service focus with proven results for client satisfaction 

Demonstrate complete ownership and accountability of incoming tickets. 

Address time sensitive issues promptly. 

Candidates will be required to field incoming requests while working on several items at one time.   

Must be able to meet deadlines and effectively communicate issues/solutions. 

Logging client issues correctly in our ticket management system. 

Ability to work with vendors to get customer environment stable 

Candidates will be required to field incoming requests while working on several items at one time.   

Must be able to meet deadlines and effectively communicate issues/solutions. 

Must be able to go on-site to help with the needs of the customer 

Will be required to partake in the on-call rotation 

Education and Qualifications 

Excellent communication and customer service experience 

Active driver’s license and proof of auto insurance 

Windows and/or Apple operating systems 

General Knowledge of Microsoft Exchange (On-Premise and Online) 

General Knowledge of Hypervisor technology (Hyper-V and VMware) 

Understanding of networking including DNS, DHCP, TCP/IP 

Microsoft Server technologies including Active Directory, File/Folder Permissions, Print Management, Remote Desktop, etc. 

Certification required within six months of being hired 

Compensation 

$50,000-$65,000 DOE 

Soft Skills 

Supervision/Autonomy 

Able to independently set direction and scope of work. Able to evaluate the work of others and make decisions that affect personal or team productivity within a well-defined area of responsibility. 

Planning/Organization  

Able to organize incoming requests for work from multiple sources and plan projects without well-defined goals, maintaining day to day productivity with few requests for help. 

Process Management 

Understands and follows established processes.  Able to adapt to ongoing changes in processes, priorities, tasks, and workload. Able to help develop and define processes and process improvement for Applied Tech. 

Communication 

Strong written and verbal communication skills.  Demonstrates clear and professional written communication that conveys confidence and competence.  Able to explain complicated concepts with poise to large groups.  

People Skills/Conflict Management 

Strong interpersonal skills for effective interaction with clients, third parties, and teammates.  Able to demonstrate confidence in high-pressure situations and resolve conflicts.  

Physical Requirements 

Ability to use computers daily in an interactive manner for extended periods of time, possibly exceeding 8 hours per day 

Ability to sit for an extended period 

Ability to frequently and accurately communicate with employees, customers, and vendors in person, via the telephone or by email 

NOTE: This job description is not intended to be all-inclusive.  Employees may perform other related duties as requested to meet the ongoing needs of the organization. 

Employees must be a  “U.S. Person” within the meaning of the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and the Company will not be applying for licenses for individuals not meeting those definitions.