Help Desk Support - Overnights - Remote

About the Role

The day-to-day responsibilities of this role will include responding to IT support requests, diagnosing and resolving technical issues, and providing support via phone, email, and remote desktop control. You will also be responsible for participating in the evaluation, development, and implementation of technology standards, equipment, and procedures to ensure consistency and compliance.

Wunderlich-Malec is a 100% employee-owned ESOP, which means that employees have a direct stake in the company's success. This unique ownership structure fosters a collaborative and dynamic work environment, where employees are empowered to take ownership of their work and contribute to the company's growth.

What You Will Do

• Respond to initial IT support requests and provide technical support via phone, email, and remote desktop control
• Prioritize, diagnose, and drive resolution of technical issues independently or with assistance from Wunderlich-Malec Field Support
• Participate in the evaluation, development, and implementation of technology standards, equipment, and procedures
• Develop and maintain standard desktop, laptop, and virtual desktop images
• Participate in new hardware and software rollouts
• Assist in providing tools, training, or other useful resources to help employees utilize technology more effectively
• Maintain IT hardware, perform small hardware repairs, and work with vendor repair services
• Support mobile device technology service requests and manage Microsoft Intune system for phones and tablets
• Allocate and purchase new and used devices as requested and approved
• Administer user management controls over company software systems

What We Are Looking For

• Three to five years of IT experience providing user support service in a complex business environment
• Experience in using and supporting desktop applications, including Windows 10, Office 365, and Apple iOS
• Basic understanding of networking and DNS
• Good understanding of computer systems, mobile devices, and other tech products
• Proven technical skills for diagnosing and troubleshooting applications, operating systems, and hardware problems
• Ability to clearly communicate technical concepts to technical and non-technical audiences
• Strong time and priority management skills and ability to perform primary functions with minimal supervision
• Willingness to travel to all LSC locations, business functions, and training as needed for work

Nice to Have

• Additional certifications in Microsoft, Cisco, or similar technologies
• Experience with IT service management software
• Knowledge of cloud-based technologies and services

Benefits and Perks

• Comprehensive employee-owner benefit package
• Medical, dental, and vision insurance
• Basic and supplemental life and AD&D insurance
• Long-term disability insurance
• Voluntary short-term disability insurance
• Healthcare and dependent care flexible spending accounts
• Health savings account
• Paid time off (PTO) and paid holidays
• Tuition reimbursement
• Referral bonus program
• 401(k)/profit sharing and 100% ESOP (Employee Stock Ownership Plan)

• Be prepared to showcase your technical skills and experience in IT support, particularly in areas such as Windows 10, Office 365, and Apple iOS.
• Highlight your ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Familiarize yourself with IT service management software and cloud-based technologies to increase your chances of standing out.
• Be prepared to discuss your experience with remote desktop control, mobile device technology, and Microsoft Intune system management.
• Research Wunderlich-Malec's company culture and values to demonstrate your enthusiasm for the role and the company.