Helpdesk Support Technician

Description

Why Time Investment Company?

We are a company that is driven by our Core Principles of Service, Excellence, Integrity, Generosity and Fun! We raise the bar on point-of-sale financing through our people, our culture, and our commitment to both dealers and customers. We were selected as one of the Top Workplaces for South Eastern WI in 2023, 2024, and 2025!

What’s in it for you?

10% extra night and weekend shift differentials

Flexible work schedule

Computer equipment and headset provided

Tuition Reimbursement

Medical, Dental, Vision Insurance

Life Insurance, Short and Long-Term Disability

Contribute to your 401(k) after the first 60 days; earn 4% company-matched funds after six months

Paid Time Off, up to 80 hours the first year

Additional 8 hours Birthday Month PTO

Potential for an additional 8 hours Volunteer PTO

Paid holidays

Salary Range: $22.00-$27.00

Essential Duties and Responsibilities

Helpdesk Support Technician is a frontline resource fulfilling our needs to provide the best class support to our end users. The goal is to provide users with systems that work reliably and efficiently allowing them to achieve the company’s growth strategy.  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.

• Serve as the first point of contact for IT support requests via phone, email, and in-person.
• Diagnose and resolve hardware, software, and network-related issues in a timely manner.
• Provide technical support for Windows, mobile devices, and common business applications.
• Manage user account provisioning, password resets, and access permissions.
• Complete user provisioning and term activities around 
• Escalate complex technical issues to appropriate IT teams as needed.
• Maintain accurate documentation of support requests and solutions in the ticketing system.
• Assist in the setup, deployment, and maintenance of workstations, printers, and mobile devices.
• Educate users on best practices for IT security and efficient system usage.
• Support remote users with VPN, virtual desktops, and mobile device connectivity.

Requirements

Required Skills:

• Associate or Bachelor’s degree in Information Technology or related field.
• 1 year of experience in a helpdesk or IT support role.
• Strong troubleshooting skills for hardware, software, and network issues.
• Proficiency with Microsoft 365, Windows OS, and basic Active Directory administration.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple support requests effectively.

Preferred Skills:

• Experience with financial services IT environments.
• Knowledge of ITIL practices and service desk frameworks.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Language Skills

Ability to read and interpret documents such as customer correspondence, accounts logs and procedure manuals. Ability to prepare reports and correspondence. Ability to communicate effectively with customers and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems, involving several concrete variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls. The employee is occasionally required to stand, and/or walk. The employee must occasionally lift and/or move up to 50 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

Protective Clothing Required: None

Work Environment

Work is performed in an office environment. The noise level in the work environment is usually moderate. The work environment characteristics described here are representative of those individual encounters while performing the essential functions of this position.