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!

Core Values

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.

Summary

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.

Essential Duties and Responsibilities

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.

A day in the life of an IT Support Specialist at Fox may include:

• 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 at all levels, communicating technical concepts appropriately to technical and non-technical audiences.
• Participating in an established on-call and after-hours support rotation as assigned.
• Communicating planned maintenance activities and known service interruptions to affected users in accordance with established procedures.
• Providing professional, courteous, accurate, and timely customer service.
• Maintaining confidentiality and security of information processed, stored, or accessed and following established information security policies and procedures.
• Maintaining relevant professional and technical knowledge through training, documentation, publications, networking, and ongoing learning.
• Maintaining a favorable and collaborative working relationship with co-workers in all departments to foster an environment of trust and mutual respect. Driving standards and best practices whenever possible and effectively fostering a culture of engagement.
• Enhancing the organization’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.
• Other duties, projects and alternate assignments as determined by business need.

Knowledge, Skills, Abilities & Competencies

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, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Knowledge, Skills and/or Abilities

This opportunity might be for you if you have:

• Associate degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education, training, and 1–3 years of relevant IT support experience preferred.
• Working knowledge of current end-user computing technologies, applications, and support practices.
• Working knowledge of Microsoft Windows-based computers and mobile computing devices.
• Familiarity with Microsoft Entra ID (Azure AD), Microsoft 365, virtual desktop/computing environments, and related end-user administration and support functions.
• Working knowledge of Microsoft Windows 10 and Windows 11 operating systems.
• Familiarity with macOS is preferred but not required.
• Ability to effectively support associates working in office, remote, and hybrid environments.
• Effective verbal and written communication skills, including the ability to explain technical concepts to technical and non-technical audiences.
• Demonstrated troubleshooting, analytical, and problem-solving skills and commitment to professional customer service.
• Ability to work independently, demonstrate initiative, manage assigned priorities, and meet established service expectations.
• Ability and willingness to learn new technologies, applications, and support processes.
• Ability to gather relevant information, analyze technical issues, determine appropriate troubleshooting steps, and recognize when escalation is required.
• Effective listening skills and ability to clarify user needs, confirm understanding, and communicate solutions effectively.
• Ability to work flexible hours when required and participate in an assigned on-call and after-hours support rotation.
• Ability to perform the physical requirements of the position, with or without reasonable accommodation, including moving and handling technology equipment weighing up to 50 pounds.
• Valid driver’s license and ability to drive and travel as required to meet business and technology support needs.

Key Competencies

You’ll love this job if you have:

• Customer-focused and service-oriented skills.
• Communication proficiency – verbal and written; appropriate use of grammar.
• Organizational and planning skills.
• Information gathering and monitoring skills.
• Problem analysis and problems solving skills.
• Sound judgment and decision-making ability.
• Attention to detail and accuracy.
• Flexibility; ability to work efficiently and effectively with frequent interruptions.

Occasional business travel, overnight stay may be required for installation and to visit Fox World Travel locations.

We acknowledge that attracting and retaining the best talent is key to our strategy and success as a company. As a result, we strive to structure competitive compensation offers to ensure we are able to attract the best candidates. The estimated base pay range for this position starts between $25.50 and $28 per hour, less applicable withholdings and deductions, and is paid on a bi-weekly basis. The salary range provided represents our good faith estimate as to what our ideal candidates are likely to expect. We structure our offers within the range based on location, experience, education, industry knowledge, technical and communication skills, market conditions, and other factors that may prove relevant during the interview process.

Eligible positions may receive additional incentive or commission, as outlined in applicable program details.

Each benefit is subject to eligibility requirements as specified in plan documents, and Fox World Travel reserves the right to modify the benefits it offers.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time.

While performing the duties and responsibilities of this position, the associate is regularly required to stand, walk, sit, climb, reach above shoulders, bend, maneuver within various office/desk settings, and move from place to place. The incumbent is frequently required to talk and listen and use hands to finger manipulate or handle. Specific vision requirements for this position include close vision and the ability to adjust focus.  

Work Environment

The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

For On-site and Hybrid Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. The incumbent works in an office environment where the noise level is low to moderate. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, a keyboard, photocopiers, and filing cabinets. 

For Work-At-Home Associates: Regular attendance is necessary to successfully perform this job;

extended hours may be necessary from time to time. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, and a keyboard.

If you share in our passion for teamwork, our vision to have culture, engagement, and innovation at the heart of all our initiatives, we want you to come soar with Fox World Travel! If you fit the description AND meet the qualifications, please don’t hesitate to apply online at www.foxworldtravel.com/careers.

Fox World Travel, the best place to work, grow & succeed! Join The Fox Family today!

Fox World Travel is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate diversity and are committed to creating an inclusive environment for all associates to work.

Please review our Privacy Policy at https://www.foxworldtravel.com/privacy-policy/ to see how we protect and manage your submitted data.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.