Help Desk Analyst

Location

Waukesha, WI | United States

Job description

Help Desk Analyst

Construction Resources Management, Inc. a Walbec Group Company

Waukesha, WI

Are you looking for an exciting career in road, highway, and bridge construction? Construction Resources Management of the Walbec Group has a place for hard working, loyal, and driven people like you. Come work with us as a Help Desk Analyst and enjoy a family-focused, progressive culture. Our approach is driven by an involved focus on Safety and efficiency, resulting in us being a leader in the heavy and highway construction industry.

The Company:

The Walbec Group of companies is currently in its third generation of family leadership producing high-quality construction materials and delivering unparalleled professional design, engineering, and construction services.

• Multi-year Milwaukee Business Journal Best Place to Work honoree and a Best Place to Work by Employ Humanity .

• Associated with many exciting state, municipal, federal, and commercial projects. Check out our website for a complete list of interesting projects. walbecgroup.com
• Proud Partner of the Green Bay Packers.

The Position:

As a Help Desk Analyst at the Walbec Group, you will play a crucial role in providing exceptional technical support to our end-users. You'll be the first point of contact for IT-related issues, ensuring prompt resolution and maintaining high levels of customer service and satisfaction.

• Help desk operations
  • Respond to customer inquiries through email, phone, and the service portal.
  • Triage and solve assigned requests following the service desk's standard operating procedure.
  • Ensure Service Level Agreements (SLAs) are met to maintain high-quality service.
  • Escalate issues as needed.
  • Organize and maintain file systems to monitor and track user complaints and problems.
  • Provide detailed reports on troubleshooting efforts.
• Offer backup support, installation, configuration, and repairs for:
  • PCs
  • Printers
  • Network equipment
  • Wireless and cellular devices
  • Software
  • VOIP phones
  • Building access security systems
• Accurately track hardware and software inventory

The Benefits:

Team members at the Walbec Group are offered competitive pay and benefits that align with our values while supporting good health and a balanced life now and into the future. Additionally, we offer a range of opportunities for professional development and career growth that help us all to be successful.

We have the usual suspects like dental, vision, life, flex, EAP, PTO and holidays. We are big fans of our "no premium medical plan" and HRA contribution (with participation in wellness initiatives), company-paid short-and long-term disability with company contribution, paid parental leave, profit sharing, and a robust Walbec training program.

The Candidate:

• Associate's degree in IT or A+ certification with job experience
• Knowledge in the following areas:
  • PCs including drivers, general PC knowledge, control panel features, trouble shooting, removal of malware, virus protection programs and procedures
  • Windows 10/11
• Network Basic Concepts
  • TCP/IP, Firewalls, Routing, Switching, Virtualization
• Printers
  • Drivers, General technical knowledge
• Moderate level of knowledge of Microsoft Office software
• Aptitude for learning
• Ability to work both independently and as a member of a team
• Willingness to travel (usually one day or less - few overnights)
• Willingness to work off-hours as required
• Attention to detail
• Analytical and troubleshooting skills
• Ability to set and follow procedures and document processes
• Effective communication with IT staff, IT management and user community
• Ability to prioritize
• Experience with cellular and mobile device support a plus

Why Should You Apply?

First, because we are committed to building a diverse and inclusive culture here at the Walbec Group. Our leadership understands the unique abilities and differences of our team members drive innovation and growth. When you choose Walbec, you'll be welcomed into a supportive environment where all team members feel heard, respected, and valued.

• Excellent wages and benefits packages.
• Job security in our role as an essential company providing infrastructure services.
• Growth opportunities working alongside and learning from experienced industry professionals.
• Be involved in innovative and exciting projects throughout the local area and the state.
• Family-oriented, supportive culture.

We are an Equal Employment Opportunity (EEO) and Affirmative Action employer and it is our practice to provide equal employment opportunities to all qualified applicants. In addition, it is the policy of the Company to comply with applicable federal, state and local laws governing nondiscrimination in employment in each locality in which the Company has employees. Women and minorities are encouraged to apply!

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