Description Candidate will provide world class IT support for Milwaukee Tool. Candidate must demonstrate keen business acumen as well as possess a high level of emotional intelligence and have a passion for support.
Duties and Responsibilities:
Provide world class incident management at the tier one and two
Serve as the escalation point for Tier 1 Support (I.E. IT Service Desk) when onsite assistance is required.
Must be able to work under pressure to ensure tactical and strategic initiatives are accomplished in a timely manner.
Based on aligned business priorities, focus on continuous improvement and provide world class customer service and support.
Deploy hardware and software leveraging automated processes and third-party vendors where applicable.
Perform intermediate to advanced Active Directory functions including account creation, password resets, group modification, group policy application/troubleshooting.
Comply with established change management procedures and work collaboratively with the IT team to ensure a robust, stable computing environment
Demonstrated competency in supporting Windows 7 & 10 and Microsoft Server 2008 and 2012.
Experience supporting Apple iOS, Android, and mobile devices
Work closely with Wisconsin and Mississippi teams to create and develop KB articles and SOP's.
Ability to travel to other Milwaukee Tool locations on occasion.
Manage local vendor relationships for network, telecommunications, and AV support.
Log all support actives in ITSM system.
Work with Systems or Client Engineering in order to proactively make technology recommendations and changes based on data-driven analysis.
Other duties as assigned
Experience Requirements and Education: Outstanding written and verbal communication and documentation skills, with a service-oriented mindset Demonstrated ability to multi-task and manage competing priorities
A rudimentary knowledge of PowerShell is preferred
Minimum of three years of professional experience
Microsoft Professional Certification is preferred but not required