Sr. Service Desk Technician - Le Mars, IA

About the position Responsible for supporting hardware and software on IT computer related devices for Wells' Enterprises employees. Under general direction, perform analysis and assists in a variety of service desk activities involving mid to high level of complexity. Provide technical and organizational leadership for the enterprise's PC software environment; work closely with hardware and software vendors to verify timely product delivery and ensure new equipment and software are installed and ready to operate on schedule.

Responsibilities

• Provide support to end users via multiple methods such as telephone, email, or in person for incident resolution; guide end users through troubleshooting procedures; develop troubleshooting documents for the service desk; provide technical assistance in setup, installation and configuration of hardware and software; assess, test, and implement new software and hardware technologies; recommend, install, maintain and troubleshoot software applications on client PCs.
• Schedule, coordinate, and perform upgrades and deploy new hardware and software in compliance with internal controls, policies and standards.
• Resolve incidents escalated from level 1 or 2.
• Recognize and escalate more difficult incidents to Level 4 support or other IT Application and Technology teams.
• Manage the installation, configuration, and maintenance of all Kronos clocks.
• Update and maintain clock configuration info in the Kronos application.
• Mentor and train other team members for hardware and software troubleshooting, analysis, and issue resolution.
• Keep all clients PC's fully patched, in a timely manner, with critical security updates provided by software vendors.
• Manage and administrate the software distribution applications/tools used to perform automated software installations (including the standard image) on client PCs.
• Maintain an inventory of installed PC software, manage licenses, and create policies and procedures for upgrades.

Requirements

• Associates Degree with an emphasis in computers or equivalent experience.
• 6 or more years of computer repair, hardware and software troubleshooting experience.
• Extensive knowledge of PC hardware, software applications, operating systems and network connectivity.
• Strong communication/interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Clear and thorough documentation skills.
• Proven analytical skills and attention to detail.
• Must be customer service oriented and proactive in resolving incidents while maximizing use of computing resources.
• Ability to effectively prioritize and execute advanced level tasks.
• Advanced troubleshooting abilities.

Nice-to-haves

• Certification by recognized industry leading firms is recommended.