Enterprise IT Service Desk Technician

Ultratec, Inc., located on the west side of Madison, is the worldwide leader in developing new technologies for the deaf and hard of hearing population. Today, our equipment is recognized as the standard for excellence in text telecommunications. Ultratec, Inc. is actively seeking an Enterprise IT Service Desk Technician to join our team.

This full-time position offers a Monday - Friday, first shift, on-site schedule, a competitive starting wage, a full benefits package, and a casual work environment. Absent undue hardship, Ultratec will make reasonable accommodations for religious beliefs and individuals with disabilities.

Ultratec's most recent endeavor, the Captioned Telephone (CapTel), continues to demonstrate how we have revolutionized the industry with cutting edge products that transform the lives of individuals around the world.

Position Summary: The Enterprise IT Service Desk Technician is primarily responsible for initial level 1 triage support of all technical-related issues. In this position, you will assist in deploying, supporting, and maintaining corporate and platform application support of Ultratec's systems and products.

Schedule: Regular business hours are 8:00 AM to 5:00 PM Monday through Friday onsite, on-call and after-hours responsibilities may be required on a rotating basis.

Essential Functions and Responsibilities: (Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time).

• Support PC and LAN/WAN issues.
• Process and maintain Helpdesk tickets.
• Performs basic computer hardware and software maintenance, repairs, and installations.
• Follows established process and procedures to plan, install, test, and implement computer system hardware or software technologies.
• Maintain a positive work environment by providing daily support and assistance.
• Communicate technical information, both verbal and written to a wide range of end-users, peers, and customers.
• Prepare and maintain documentation and standards of work.

Required Technical Skills:

• Technical/IS Degree completed or in process, certifications, or equivalent experience.
• 1-2 years of hands-on Hardware Break/Fix experience highly preferred.
• General knowledge in workstation support in a Microsoft Windows environment.
• LAN/WAN experience preferred.
• Setup and configuration of Windows workstations on a LAN.
• Strong skills in troubleshooting and repair of workstations and networks.
• Strong people skills - ability to both listen and communicate effectively.
• Proven leadership skills.
• Strong organizational skills.
• Ability to research solutions or information regarding technical issues.

Required Soft Skills:

• Customer service focused individual with the ability to handle customer interactions with diplomacy and tact.
• Excellent interpersonal skills with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language.
• Must have a good command of the English language to provide effective phone, desk-side, and email support.
• Ability to handle confidential information in an appropriate manner.

Physical Requirements:

• Ability to lift and/or carry 15-30 lbs. or more and push and pull carts when necessary.

All qualified applicants will receive considerations for employment without regard to sex, race, color, national origin or ancestry, age, disability, marital status, veteran status, student status, physical appearance, sexual orientation, political beliefs, religion, genetic information, gender identity, a less than honorable discharge from the military, and any other status protected by federal, state or local law and regulations.