IT Help Desk Technician

Riverside Machine & Engineering is hiring an IT Help Desk Technician in Eau Claire, WI to support end users and help maintain company computer applications and infrastructure. This onsite role includes helpdesk assistance, scheduled and emergency maintenance, and travel between facilities in Minnesota and Wisconsin.

Role Responsibilities

• Provide user support and customer service for company-supported computer applications and platforms.
• Troubleshoot reported issues and advise on appropriate next steps to resolve computer-related problems.
• Handle helpdesk work in person, electronically, and by phone, using research and diagnostic methods to restore end user functionality.
• Enter tickets, document troubleshooting actions and solutions, and escalate problems according to company policies and guidance.
• Perform routine and emergency maintenance on company computer equipment and infrastructure, including PCs, servers, firewalls, switches, cabling, printers, and peripherals.
• Support installations, troubleshooting, and maintenance for company software such as Office365 Suite, CAD, manufacturing software packages, ERP systems, file management, SQL databases, and related tools.
• Carry out access control, group policy management, patching, and application deployment in a Microsoft Windows environment subject to governmental security requirements.
• Build and maintain system images and workstation configurations.
• Complete workstation builds, maintenance, and replacements, including recommending upgrade needs and documenting changes per company policies.
• Maintain documentation for configurations and assets in accordance with company requirements.
• Ensure company policy, goals, and objectives are followed, including providing companywide technical support with a high level of customer service.
• Identify, prioritize, and escalate urgent matters.
• Keep company and employee information confidential.
• Support both facilities and travel/drive to each location in MN and WI as needed.
• Complete other miscellaneous duties as assigned.

Required Qualifications

• Associate’s degree in Information Technology, Computer Science, or an equivalent qualification.
• 2 to 4 years of experience in a technology support function, with some system administrator experience preferred, ideally in a manufacturing environment.
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Working knowledge of Microsoft Windows Servers and Clients, networking, firewalls, switches, endpoint security, and end user productivity software.
• Experience with researching, troubleshooting, analysis, and training related to IT problem solving and end user support.
• Knowledge of call tracking applications and IT support customer service practices.
• Ability to travel via car.
• Initiative and self-starter approach, including proposing ideas to improve job efficiency and organizing work time to complete tasks promptly.
• Ability to collaborate as part of a team while also working independently in a high-paced environment.
• Flexible, proactive, and organized with a can-do attitude.
• Working knowledge of CMMC and/or NIST requirements preferred.

On-Site Schedule

• Monday to Friday, 8:00 AM to 4:30 PM, plus overtime
• Weekends as needed (on-call and/or onsite)

Technology Exposure

• Microsoft Windows Servers
• Microsoft Windows Clients
• Office365 Suite
• CAD
• ERP system
• SQL databases

Benefits

• Health, Dental, Eye
• 401K
• Profit sharing

Position Location and Eligibility

This is an onsite position in Eau Claire, WI. The role supports facilities in MN and WI.

Education minimum: Associate’s degree in Information Technology or Computer Science (or equivalent). Experience minimum: 2 years.