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 bus