IS Support Engineer I - Information Technology Solutions

Purpose Triage, resolve, and route customer incidents/requests in a timely and accurate manner. Resolves the majority of all customer issues upon the first contact to provide the highest level of IT Service while minimizing/avoiding hierarchical escalations. Acts as a single point of contact and one-stop shop for the customer base.

Primary Functions Acts as a single point of contact while providing multi-tier support for all incoming software, hardware, account, security, and network issues for internal and external customers

Provides application support/configuration of (2800+ Apps) for the internal faculty, staff, and students to maintain efficient endpoint computing.

Manages and maintains Active Directory, Microsoft Exchange, and Office 365 to ensure accurate creation, termination, and compliance of accounts, distribution lists, security groups, calendars, and contacts for internal and external customers.

Grants adds / changes of file/folder permissions within network and cloud file systems to ensure proper security and compliance

Maintains, designs, and implements changes to internal team databases including but not limited to the ITSM, AI Bot, CMDB, Remote Access, and Anti-Malware systems

Implements / Manages Software License Compliance for all existing and new software titles, which are resold internally within the company to ensure contract compliance with software vendor partners

Manages Software and Hardware lifecycle management to ensure customers are leveraging the most up-to-date computing hardware and most up-to-date secure software versions to minimize security vulnerabilities.

Performs and manages Software Deployment / Patch Management, including the scripting (Power Shell, Bash, Batch) of software packages within RMM / automation tools to ensure proper distribution and patching of software titles across 10,000+ endpoints

Performs and manages MDM technologies to ensure proper security, policies, and OS updating across the endpoints

Manages Multi-Factor Authentication systems, including granting accounts, troubleshooting connection issues, and responding to fraudulent reports.

Knowledge – Skills – Abilities Technical Support, Customer Service, Interpersonal Skills, Split-half troubleshooting methodology, Empathy, Active Listening, Patience, High Level of Written and Oral Communications, IT Best Practices, IT Security, Account Management, IT Compliance, Database Design Specifications Appropriate  experience may be substituted for education on an equivalent basis

Minimum Required

Education:

High school diploma

Minimum

Required Experience:

3-5 years

Certification: HDI, ITIL Foundation

Physical Requirements Work requires occasionally lifting moderate weight materials, standing, or walking continuously.

Risk Potential Little or no exposure to hazards such as dust, fumes, or extreme temperatures, airborne or blood borne pathogens, extreme temperatures, or allergens.

Sensory Acuity Ability to detect and translate speech or other communication required. May occasionally require the ability to distinguish colors and perceive relative distances between objects.

Work Environment Occasional exposure to dust, noise, temperature changes, or contact with water or other liquids. Work is performed in an environmentally controlled environment.#LI-AV1

Why MCW?

Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
403B Retirement Package Competitive Vacation and Paid Holidays offered

Tuition Reimbursement Paid Parental Leave Employee & Family Assistance Program (EFAP)
Pet Insurance On campus Fitness Facility, offering onsite classes

Additional discounted rates on items such as:
Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.

For a brief overview of our benefits see:
Benefits Overview For a full list of positions see: MCW Careers At MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values:
Caring – Collaborative – Curiosity – Inclusive – Integrity – Respect. We are committed to fostering an inclusive environment that…