Virtual Help Desk Jobs in Wisconsin (NOW HIRING)

This position offers a hybrid work option up to 50% remote and is based out of the Prairie du Sac, WI; Prairie du Sac, WI; or Bloomington, IL office location.

The contributions you will make: 

This position plays a critical role in creating a quality experience for Compeer Team Members. The incumbent identifies, analyzes and resolves team member inquiries in a fast-paced environment. Focuses on improving the team member technology experience to enhance and/or improve efficiencies by ensuring capability, responsiveness and reliability of systems. Works on various projects and initiatives related to the Endpoint Delivery Model, Virtual Desktop Delivery, Unified Communications, Software Distribution, Image management, Asset and Desktop management, Mobile Devices, Executive Support, Event Support, and Audio-Visual Support for all Compeer Financial offices.

A typical day: 

Service Delivery

• Delivers on service commitments by keeping the environment up and running and is the escalation point for the delivery of BT 
  Services for Compeer End Users that work in an office and remote.
• Plays a role in transitioning new services into Service Operation, ensuring the Service Desk's requirements are clearly defined and delivered.
• Works on the implementation of preventative maintenance and software installs, updates/patches to client-facing technology platforms in adherence to change management processes.
• Works with both in-house, and possible third-party service providers and consultants in order to ensure a positive customer experience and high satisfaction of the BT services delivered.
• Executes the Executive Support and Audio-Visual support function to ensure rapid executive issue resolution, event support and seamless hybrid working experience for meetings.

 Business Systems and Support

• Supports the evaluation, installation, integration, testing and support of approved business software applications, including purchased, internally developed, and vendor developed applications.
• Evaluates, installs, configures, tests and addresses complex problems within computer systems, mobile architecture, peripherals, and applications based on business needs.
• Maintains, installs and supports approved software and mobile devices.
• Assists or may lead in the installation of new and upgraded hardware and software.
• Participates in testing, training and writing documentation.

Application and Server Monitoring

• Ensures all servers, desktops and network components are operational and functioning within organization service level goals.
• Assists with the configuration and tuning of system monitoring tools to provide system visibility.
• Responds to system alerts, evaluates severity, and resolves or escalates events, as necessary.
• Develops baseline performance reports and system metrics to augment Business Technology service level goals and to provide trending over time.
• Administers video conference technologies.

Network/Communications Infrastructure

• Assists in the installation, monitoring and maintenance of WAN/LAN hardware and data/voice infrastructure to provide the needed system availability to the organization.
• Assists in planning for disaster recovery and redundancy of the local and wide area infrastructure.
• Provides written documentation to the team in the areas of problem resolution, software testing and installation support, and other areas in support of accelerating the learning curve of all team members.

Security and Maintenance

• Supports security administration and image hardening of the equipment and information on all computer systems within the company. Maintains security and application access, administers secure and compliant environment, and ensures application security and information protection.
• Pushes out updates to computers.
• Communicates between remote users and internal BT to ensure remote users conform to the company's most current policies, procedures, and hardware and/or software requirements.
• Leverages system monitoring tools to proactively respond to system generated alerts.

Industry Expertise

• Remains current on application patches and updates, trends and changes within the information systems industry as it relates to the company's technology needs.
• Performs complex installation, configuration and upgrade tasks that may require research and analysis.
• Keeps informed of the most current technologies and may recommend new hardware and software applications to supervisor.
• Serves as a resource for, and may provide work direction to, less experienced department team members.

The skills and experience we prefer you have: 

• Associate's degree in computer science, business administration, or related field; or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• Minimum of 5 years help desk or other computer experience with personal computers, hardware, software (Microsoft, Cisco, and Citrix) configuration, mobile phones, and video conference equipment & technologies.
• Experience with Microsoft System Center or other network/server monitoring tools preferred.
• Advanced knowledge of desktop operating systems; remote management, virtualization technologies, data and voice communications; network operating systems and configurations; and server, desktop and laptop hardware and configurations.
• Demonstrated client service, interpersonal and skills in communication, both written and verbal at all levels of the organization.
• Deep understanding of Compeers technical infrastructure.
• Ability to prioritize and act in high-pressure situations.
• Ability to navigate swiftly and tactfully through difficult conversations with a positive and resolution focused attitude that advocates the best outcomes possible for our clients.
• Knowledge of general business, data processing concepts and the organization's business needs.
• Accuracy and attention to detail. 
• Effective interpersonal, oral and written communication and client service skills.
• Effective one-on-one and group presentation skills.
• Effective organizational, time management and planning skills.
• Advanced computer skills including MS Office applications (Word, Excel, Outlook, etc.) and help desk tracking software.
• Ability to work with a wide variety of internal clients.
• Ability to work with minimal supervision.
• Ability to translate technical information into non-technical terms.

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How we will take care of you:

Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.