Wencor
  • Information Technology
  • Springville, UT, USA
  • Hourly
  • Full Time

Medical; Dental; Vision; PTO; 401K


Job Title: IT Service Desk / Technology Purchasing Level II

Department: Information Technology

Reports to: IT Manager

FLSA Status: Non-Exempt   EEO: Administrative Support Workers

 

Overview:

As a Service Desk Technician, you will be responsible for providing initial and escalated technical support to a customer base of approximately 1000 technology users, administration and support company's PCs, printers, servers, software and related equipment. You will also help administer IT capital budgets, generating/distributing budget reports, coordinate equipment purchases and licensing through approved suppliers.  You will provide maintenance of the computer desktop environment by responding to help desk tickets, analyzing issues, resolving problems, installing hardware and software solutions, performing administration of server and network environments, and support the Wencor Group user community.  You will resolve technical issues for customers, escalating them when necessary.

 

  • Provide tier 1 and 2 servicedesk support and resolve problems to the end user's satisfaction
  • Maintain IT Company-Wide CapEx budget; coordinate CapEx submissions and approval process; generate POs and coordinate equipment purchases through approved suppliers; maintain CapEx expenditures vs budget and provide month status updates to IT Leadership team.
  • Assist with IT department expense budget; review all outside vendor billing, code for payment and ensure expenditures are tracked according to budget.
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk system
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
  • Modify configurations, utilities, software default settings, etc. for the local workstation
  • Utilize and maintain the helpdesk asset tracking and management software
  • Assist senior system administrators and perform various junior administrator responsibilities involving all facets of company's I.T. infrastructure.
  • Document internal procedures
  • Assist with onboarding of new users
  • Install, test and configure new workstations, peripheral equipment and software
  • Maintain inventory of all I.T. equipment, software and software licenses
  • Utilize the Service Desk system to escalation unresolved tickets to level 3 support
  • Manage PC setup and deployment for new employees using standard hardware, images and software
  • Assign users and computers to proper groups in Active Directory Perform timely workstation hardware and software upgrades as required

Requirements:

  • High school degree or equivalent certification
  • Strong organizational and communication skills
  • Bachelor's degree or equivalent training and experience, preferred
  • 1 3+ years of experience in IT as a Help Desk or Call Center Support Technician
  • 2+ years of experience with Windows OS, Microsoft Office, E-Mail, Active Directory, and Remote Desktop
  • Experience with LAN and WAN networks
  • Experience with hardware and external device setup
  • Experience troubleshooting issues with PC and Mac Computers
  • Comfortable troubleshooting issues with Microsoft Windows environments, networks, desktops, laptops, and servers.
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