Tier I IT Help Desk; On-Site Oshkosh, WI

Description

This position requires full-time, on-site work at corporate headquarters in Oshkosh, Wisconsin.

As one of Wisconsin’s largest travel companies, Fox World Travel has excellent benefits and perks for all Fox associates including but not limited to:
competitive wages
, flexible time off (vacation, sick, personal), FAM Adventure Bucks to help you explore the world,
remote/hybrid work
, a full benefit package including medical, dental, vision, long-term disability, company-sponsored life insurance and short-term disability, tuition reimbursement, 401(k) contributions and a fully engaged leadership team
dedicated to treating associates as part of the Fox Family!

At Fox World Travel, we operate as one Fox with a find a way mentality, embracing our integrity and passion. We take pride in leading with our people-first culture, by providing genuine care and concern for our associates which in turn leads to authentic and superior customer experiences. We've been able to create a culture where our associates can grow, learn, and succeed, and, in turn, exhibit the value we bring to every interaction and partnership.

Provide high quality front-line computer technical support to internal Fox World Travel IT users, both on premises and remote. Assisting associates with resolution of issues and maintaining documentation of all support calls and issues. This position is a first line system-level, “help desk” position. This position installs, configures, maintains, troubleshoots, and supports end-user computing devices, approved software, peripherals, telecommunications equipment, and related technology resources, training users of these systems.

The role is responsible for timely incident and service-request resolution, accurate documentation, professional customer service, and appropriate escalation of issues requiring specialized expertise, elevated permissions, infrastructure changes, or support outside the position’s assigned level.

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

• Assisting with deployment, imaging, staging, installation, configuration, monitoring, maintenance, upgrading, and end-user support of company technology, including PCs, laptops, operating systems, approved software, peripherals, telecommunications equipment, and other technology resources.
• Providing basic troubleshooting of server, network, telecommunications, and infrastructure-related issues and escalating issues outside the position’s assigned level of responsibility.
• Maintaining user productivity and a positive computing experience through timely identification, troubleshooting, resolution, documentation, and escalation of technology issues.
• Transporting, preparing, shipping, receiving, and installing technology equipment as needed to support associates and company locations.
• Identifying, troubleshooting, resolving, documenting, and, when appropriate, escalating user and system issues through the IT service/help desk management system.
• Using approved remote monitoring, management, and support tools to diagnose and resolve end-user technology requests and incidents.
• Responding to support requests received through tickets, calls, emails, and other approved channels; maintaining accurate work notes; prioritizing assigned work based on service levels, business impact, and urgency; collaborating with IT team members and vendors; and providing timely status and resolution information.
• Escalating incidents and requests requiring elevated permissions, specialized expertise, infrastructure changes, or support beyond the position’s assigned level.
• Assisting with application testing, routine application maintenance, approved configuration changes, and routine data or database updates in accordance with established procedures.
• Assisting with hardware, software, licensing, and technology asset inventory and lifecycle tracking.
• Providing timely and professional technical assistance to associates…