Technical Support Administrator

The Technical Support Administrator role at Wolter, Inc. supports end users and IT operations on-site in Brookfield, WI. This position focuses on day-to-day troubleshooting, device setup and configuration, service laptop/program coordination for technicians, and maintaining accurate network and support documentation.

Onsite Location

Brookfield, WI (onsite)

Key Responsibilities

• Provide end user support, including installing software, assisting with general computer issues, and setting up user accounts.
• Respond to inquiries in person, via telephone, or remotely related to computer software and hardware operation.
• Install, configure, and troubleshoot computers, phones, printers, tablets, and other peripherals.
• Install, configure, and coordinate service laptops and service programs for the technician workforce, including some customer-based systems.
• Deliver software, hardware, and user training as needed.
• Enforce and follow IT policies governing appropriate software and hardware use to protect company data, including internal user security, protection of corporate resources from unauthorized outside access, and disaster recovery support.
• Support Active Directory and related Microsoft platforms, including Group Policy, SQL, Exchange, iPad, cell phone support, virtual desktops, Office 365, Microsoft Teams, Microsoft Dynamics (CRM), plus basic networking and wireless technology as required.
• Complete and maintain documentation for IT setups, processes, and network-related information.
• Use help desk software to document each user call and resolution in a timely manner to support a knowledge base initiative.
• Maintain VOIP and cellular communication devices and connectivity.
• As needed, travel to branches throughout WI, IL, IN, OH, KY, MO, NC, SC, and GA.
• Support special projects as assigned by BTG staff.

Required Qualifications

• Associates Degree in computer science or a related field.
• 1-2 years of IT support experience.
• Extensive knowledge of PC and printer hardware, operating systems, and applications, including troubleshooting methodology.
• Experience supporting mobile devices across various platforms.
• Experience supporting audio visual equipment.
• Excellent communication and interpersonal skills with emphasis on follow-through and reporting when working with internal and external personnel.

Technology Exposure

• Active Directory, Group Policy
• SQL, Exchange
• iPad, cell phone
• Virtual Desktops
• Office 365, Microsoft Teams
• Microsoft Dynamics (CRM)
• Basic networking and wireless technology
• VOIP
• Help desk software
• Audio visual equipment
• Computers, phones, printers, tablets, wireless

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) plan with company match
• Life Insurance
• Short-Term and Long-Term Disability Insurance
• Critical Illness and Accident Insurance
• Pet Insurance
• Flexible Spending Account
• Employee Assistance Program
• Paid Time Off and paid holidays, and more

Physical Demands

• Frequently required to sit and use hands, fingers, to operate a computer keyboard and calculator, and a telephone.
• Frequent listening and speaking.
• Frequently required to stand and walk while performing job duties.
• Occasional reaching with hands and arms, climbing or balancing, stooping, kneeling, crouching, or crawling.
• Frequent lifting or maneuvering of weight up to approximately 50 pounds, with occasional lifting or moving up to 100 pounds using hand trucks or other handling devices.
• Specific vision abilities required: close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• Noise level is usually minimal, but exposure to noisier shop environments may occur.
• Personal Protective Equipment (PPE) is required whenever appropriate.