Desktop Support Technician

Job Title: Desktop Service Technician
Business Unit: White Construction
Department: SGA
Reports To: Service Desk Manager
Employment Status: Non-Exempt, Hourly
Primary Location: Beaver Dam, WI
Compensation:
Will determine salary based on skills and experience in relation to the function of the role, as well as equity to any other employees in the same or similar role

Company Profile:
.WhiteCo, a Congruex company
Founded in 1995, Beaver Dam, Wisconsin-based White Construction (WhiteCo) is a self-perform telecom construction company specializing in fiber-to-the-home (FTTH), fiber-to-the-premises (FTTP) and fiber optic interconnects/long hauls, while also having strong aerial, splicing, and cutover capabilities. WhiteCo has an outstanding reputation of providing turnkey design and construction services throughout the Midwest to a diverse client base.

WhiteCo offers a full suite of benefits, including health insurance and 401(k) savings starting on day one, and is an equal opportunity employer functioning under an Affirmative Action Plan.

Congruex

Congruex was formed in 2017 to take advantage of historic demand for digital connectivity. The digital networks we design and build for our clients enable everything in the modern world to operate, from healthcare and energy to transportation and social interactions.

Few companies in our industry can operate at scale and self-perform services like our multinational team. Our clients choose Congruex to deliver turn-key digital networks under a single platform. Our unified vision is to become the best end-to-end provider of network design and build services in the U.S.

We are the One Congruex Family. We are building tomorrow, together.

Why Work At Congruex

Opportunities
We offer opportunities at all levels across the nation – from students to industry veterans – in areas of engineering, construction, and professional services.

Wellbeing
We value the wellbeing of our people and offer competitive compensation, health benefits, wellness resources, 401(k) retirement planning, and employee recognition and leadership development programs. Options may vary by geographic location.

Culture
The pillars of Congruex culture are GRIT, safety, inclusion, and family.

• GRIT: Our GRIT values are part of our company DNA and the touchstone for our multinational workforce.

• Guts - having the guts to do the right thing
• Reliability - being reliable to deliver what we promise
• Innovation - innovating every day

• Teamwork - embracing teamwork together as One Congruex

• Safety: We are committed to 24/7 safety practices on our jobsites, within our offices, and all the places our team exists in between.
• Inclusion: Congruex embraces our team’s diversity and promotes an inclusive workplace for all.
• Family: We are a family-oriented company committed to the long-term health and development of our people.

Job Summary:
IT Infrastructure and Operations team is looking for an Intern to join our amazing team. The Desktop Support Technician role will be responsible for maintaining a high caliber of customer service in regard to troubleshooting, maintenance, and training customers on tools/hardware.

Job Responsibilities (Including, but not limited to):

• Respond to all user requests via emails, phone calls and foot traffic
  • Create, manage, and work all ticket requests in the IT ticket management system
• Resolve all level one and some level two IT related issues
• Escalate unresolved issues to senior IT support
• Coordinate and follow-up on all tickets for all levels of support
• Provide detailed information regarding solution of all tickets serviced
• Add resolutions of recurring issues to the IT knowledge base
  • Install, maintain, and troubleshoot all software and application related issues
• Microsoft Windows (10, 2012 and newer)
• Microsoft Office 365
• Adobe (Reader, Acrobat)
• Autodesk AutoCAD
• Web browsers (Internet Explorer, Firefox, Chrome, Safari)
• All other applicable applications deemed necessary
  • Install, repair, and replace all desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers
  • Create, deploy, and manage desktop and laptop images
  • Provide basic networking (Connection Issues) and authentication support (Domain Login or Application Login)
  • Coordinate the creation of all new user accounts
  • Assist users with managing all user accounts
  • Inventory all hardware and software for all CHC locations
• Physically inventory all hardware annually
• Weekly inventory all software
  • Assist with special projects as deemed necessary
  • Worksite location may vary depending on the business needs (onsite vs. remote)

Required Skills & Qualifications:
General

• High school diploma or GED equivalent.
• Accustomed to working in a fast paced and changing environment
• Deadline driven, self-motivated, and technically savvy.
• Excellent verbal and written communication skills.
• Superior time management skills.
• Strong attention to detail.
• Ability to be flexible, take direction with ease, including changes to schedule and workflow priorities.
• Critical thinking skills: make assessments and provide solutions to problems.
• Superior customer service. Dedication to providing customers “White Glove Service”.

Technical

• Working knowledge of hardware (desktops, laptops, mobile phones, printers, copiers and VOIP phones)
• General networking (TCP/IP, DNS, and WINS)
• Windows 10 and Linux/Unix experience (preferred but not necessary)
• Android and iOS experience (preferred but not necessary)
• MS Office, Adobe Products, AutoCAD, Quickbooks and WEB applications
• Experience performing virus removal in applications such as malware

Desired Skills & Qualifications:

• Bachelor’s degree (in Science, Technology, Engineering or Mathematics) preferred.
• ITIL training preferred

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.

Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.
This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.