Kwik Trip, Inc. operates Kwik Trip, Kwik Star, Tobacco Outlet Plus Grocery, and Stop-N-Go Stores in Wisconsin, Minnesota, Illinois and Iowa with over 34,000+ co-workers company wide. Kwik Trip, Inc.’s Information Technology Department is seeking a full-time Desktop Support Analyst 1 to join our IT Service Center.

Role:

• The purpose of this position is to provide software and hardware customer support for all end users located at the Kwik Trip Support Center. This position will be responsible for deploying new and replacement end user devices, troubleshooting hardware and software issues and maintaining an accurate hardware inventory. This position will serve as a second-tier support for issues that cannot be directly resolved by the ITSC Help Desk Analyst team. This position will also be responsible for completing small projects and operational tasks as assigned.

Additional responsibilities include but are not limited to:

• Set-up and configure new hardware for Support Center users (i.e. computers, monitors, printers, tablets, scanners, cell phones, etc.)
• Provide timely and efficient set-up of new equipment as well as replacement of equipment when production hardware fails
• Troubleshoot and resolve Support Center user hardware and software issues
• Respond to customer requests that have been submitted through the ITSC Portal) such as setting up security rights to a file/folder, adding/deleting individuals to e-mail distribution lists, assisting with hardware moves for department moves and remodels, installing new software, creating new user accounts, setting up for remote access, and setting up new and/or replacement hardware
• Analyze second tier customer support calls and be proactive to discover and determine permanent resolutions to support issues and communicate these findings to others in the department. Document resolution as necessary.
• Maintain/update accurate solution documentation for all systems, document inventory assets such as new hardware installs and replacements using ServiceNow Asset Management.
• Provide back-up to the 1st shift Desktop team as needed (Vacations, Leave of Absences, etc.)

Qualifications: Associate degree in an Information Technology related field or equivalent training/work experience; 1-3 years’ experience in helpdesk, networking, hardware set-up and repair, software installation and support.

Candidates should possess knowledge of the following:

• Server and desktop operating systems (Windows 10, Server 2008-2019, and MAC OSX)
• General networking (LAN WAN TCP/IP)
• Microsoft Office 2013 and 2016 Suite, as well as Office 365
• Full understanding of Active Directory
• Candidate should also possess strong knowledge of supporting hardware and software issues.

Additional qualifications include:

• Demonstrated ability to communicate effectively with end users
• Excellent verbal and written communication skills
• Excellent interpersonal skills
• Strong analytical skills that enable this person to collect information and interpret data in order to troubleshoot and solve problems
• Ability to multitask and perform work in a fast-paced environment
• Ability to work independently with minimal supervision
• Possess a valid driver’s license
• Flexibility with schedule is preferred

Experience/knowledge with the following products is a plus: ServiceNow, SCCM, Cisco Jabber, Office 365 Administration, OneDrive, AS400, MDM software – Workspace One. Cisco IronPort, Hyland OnBase.

Physical qualifications: ability to lift 40 lbs. and stoop/kneel/crouch as needed for carrying and setting up equipment.

Work Schedule: Monday through Friday, daytime hours with rotating on call responsibilities

Job Type: Full-time

Pay: $23.00 - $31.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• La Crosse, WI 54603: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)

Work Location: One location

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