Must be a current Wisconsin resident. No relocation allowed. This position is 100% ONSITE in Waukesha, WI for the first 4-6 weeks. Afterward, candidates may be able to work a hybrid schedule.
The IT Systems Administrator I is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.
This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. This position will perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems. This position will assist in the development and maintenance of the support knowledgebase, training, and documentation. This position maintains a strong customer focus, attention to detail, prioritization, and effective communication.
location: Waukesha, Wisconsin
job type: Contract
salary: $22.55 - 27.55 per hour
work hours: 8am to 5pm
education: High School
responsibilities:
Provide professional multidivisional hardware and software support for all customers utilizing IT services.
- Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
- D iagnose and resolve technical hardware and software issues .
- Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.). .
- Provide training and education to customers.
- Research solutions using available information found in the knowledgebase, teammates, and online resources.
- Accurately update and document incidents and service requests using the Cherwell incident management system.
- C onfigure, install, and upgrade computer hardware and software. This includes testing and piloting for multiple divisions and documenting the results.
- Perform equipment moves and surplus outdated and no longer used equipment .
- Identify and effectively prioritize situations requiring urgent attention.
- Track and escalate problems and requests and document resolutions.
- Regularly communicate updates to all end users, vendors and other members of the department regarding hardware and software needs requests.
- C onfigure, install, and upgrade computer hardware and software.
- Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.)
- Perform equipment moves and surplus outdated and no longer used equipment .
- Assist with the development and maintenance of user communication templates and procedures. Assist with the overall development and maintenance of the knowledgebase system. Provide consultation to Divisions and with other IS staff, develop standards, specifications and justifications for new business needs related to IT hardware or software. Maintain technical expertise with system information, changes, and updates. Coordinate with team and project leads to ensure the uniform implementation of ideas and programs being promoted by the various business areas and providing resource needs for IT projects.
- Coordinate resource needs identification for IT asset management with IS Supervisors.
- When requested by Divisions, provide clarification, for cost analysis, or other financial or non-financial, technical and non-technical information, on IT reports received from other areas based on customer's needs.
- Ensure IT Asset Management systems are updated with accurate recordkeeping and inventory data and inform management if problems with recordkeeping tasks arise.
- Perform a physical asset management inventory as needed
- Work with divisions and business partners on hardware and software procurement.
qualifications:
Top Required Skills & Years of Experience:
- Experience providing remote support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc. (2+ Years)
- Experience providing support for Microsoft Office 365 and Teams. (2+ Years)
- Experience working with ITSM Tools such as Cherwell or Service Now for incident management and inventory. (2+ Years)
Nice to Have Skills:
- Mentoring and/or training counterparts/team members.
- Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards.
- Skill and ability to provide a positive and efficient customer service experience in a fast-paced environment.
- Significant ability to articulate and communicate technical concepts both orally and in writing to various stakeholders, including those from a non-technical background.
- Experience developing appropriate documentation for customers and service desk staff.
- Understanding of ITIL Service Desk Incident Management methods and practices.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
