Helpdesk Technician II

Western Partitions, Inc. (WPI) is one of the largest and most reputable interior and exterior contracting firms in the US. WPI provides superior contracting services for drywall, prefabrication, metal studs, acoustical systems, wall panels, fireproofing, firestopping, stucco, claddings, painting, windows, doors/frames/hardware, and more.

Since WPI’s inception in 1972, we have provided award-winning construction without sacrificing integrity, safety, or efficiency. We are proud that a significant percentage of our business comes from repeat customers. Our service-oriented, fast-track approach, coupled with an attention to detail has resulted in a superior reputation within our industry. We work hard every day to earn our customers’ trust and confidence.

Throughout our history, our dedication to our employees, quality of work, and customers has set us apart. The strongest characteristic of our organization is the prominent level of pride we take in every job we complete. Our employees are driven to do the job right the first time without compromise. Lastly, our customers choose WPI based on the emphasis we place on communication, trust, and respect.

Job Description

The Helpdesk Technician II is responsible for technical support requests related to hardware, software, and networking. This role will rely on strong technical aptitude and excellent interpersonal skills to resolve technical issues via phone, email, chat, and in person.

• Understand and comply with all WPI policies, procedures, and corporate safety programs.
• Act as the first point of contact for WPI staff requiring IT support.
• Act as an escalation point for tier 1 Help Desk Technicians.
• Answer end user queries in person, via email, and over the phone.
• Manage assigned tickets in accordance with established service level agreements.
• Monitor the help desk queue and assess priority of incoming tickets.
• Identify issues, troubleshoot, and resolve issues to the end users’ satisfaction.
• Troubleshoot connectivity, network, and client VPN issues.
• Install, maintain, and troubleshoot client applications.
• Troubleshoot and resolve email-based issues.
• Coordinate with senior team members to escalate complex problems.
• Document all support tickets in IT ticketing software.
• Update and reconcile IT inventory.
• Order new client computers and provision for use.
• Reimage existing client computers and migrate user data.
• Order and provision smart phones, iPads, and VOIP phones for WPI staff.
• Troubleshoot telecom and mobile device issues.
• Perform hardware repairs and upgrades.
• Create and maintain documentation for internal processes.
• Other duties as assigned.

Requirements

Basic Requirements

• Associates degree in Information Systems, Computer Science, or related field of study OR equivalent industry experience.
• A+, N+, MCP, or other industry level certifications recommended.

Minimum Requirements

• Exceptional written and interpersonal skills are essential along with the ability to interact with all levels of the corporation.
• Proven ability to prioritize a constantly shifting workload and collaborate with other IT staff members daily.  
• Employs a customer focused attitude towards all job duties.
• Must be team-oriented and thrive in a result oriented, fast paced environment.
• Must be able to break down problems both known and unknown in a logical, efficient manner.
• Strong knowledge of MS Windows operating systems.
• Solid understanding of core network components (TCP/IP, Active Directory, DNS, DHCP, RDS, etc).
• Competency with hardware and software troubleshooting.
• Competency with common mobile products (iPhone, iPad, Android devices).
• The ability to learn and apply new concepts quickly.
• Late night and/or weekend hours are occasionally necessary to complete system upgrades and perform maintenance. 
• Local to office, but infrequent travel is required for IT maintenance at corporate offices and jobsites.

Preferred Requirements

• Microsoft, CompTIA, or other industry certifications.

This role is not eligible for visa sponsorship.

Benefits

At WPI our employees are our greatest asset. We put our people first and are proud to provide a comprehensive benefits package designed to meet the needs of our employees at every stage of life.

In our commitment to fostering an environment where everyone can thrive personally and professionally, we offer:

• Competitive pay
• Incentive bonus plan
• 401(k) retirement savings plan with match
• Medical, prescription drug, dental and vision insurance plans with flexible spending account option
• Life insurance, accidental death, and disability benefits
• Flexible paid time off policy and paid holidays
• Professional development opportunities and certifications

WPI provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

WPI is a background screening, drug-free workplace.

This job description is intended to outline the general nature and level of work being performed by employees. It is not designed to cover or contain a comprehensive list of responsibilities, duties, or skills required of the employee of this job. Furthermore, this description is subject to change at the discretion of the company, with or without notice.

Helpdesk Technician II

Western Partitions, Inc. (WPI) is one of the largest and most reputable interior and exterior contracting firms in the United States. WPI provides superior contracting services for drywall, prefabrication, metal studs, acoustical systems, wall panels, fireproofing, firestopping, stucco, claddings, painting, windows, doors/frames/hardware, and more.

Since WPI’s inception in 1972, we have provided award-winning construction without sacrificing integrity, safety, or efficiency. We are proud that a significant percentage of our business comes from repeat customers. Our service-oriented, fast-track approach, coupled with an attention to detail has resulted in a superior reputation within our industry. We work hard every day to earn our customers’ trust and confidence.

Throughout our history, our dedication to our employees, quality of work, and customers has set us apart. The strongest characteristic of our organization is the prominent level of pride we take in every job we complete. Our employees are driven to do the job right the first time without compromise. Lastly, our customers choose WPI based on the emphasis we place on communication, trust, and respect.

Job Description

The Helpdesk Technician II is responsible for technical support requests related to hardware, software, and networking. This role will rely on strong technical aptitude and excellent interpersonal skills to resolve technical issues via phone, email, chat, and in person.

• Understand and comply with all WPI policies, procedures, and corporate safety programs.
• Act as the first point of contact for WPI staff requiring IT support.
• Act as an escalation point for tier 1 Help Desk Technicians.
• Answer end user queries in person, via email, and over the phone.
• Manage assigned tickets in accordance with established service level agreements.
• Monitor the help desk queue and assess priority of incoming tickets.
• Identify issues, troubleshoot, and resolve issues to the end users’ satisfaction.
• Troubleshoot connectivity, network, and client VPN issues.
• Install, maintain, and troubleshoot client applications.
• Troubleshoot and resolve email-based issues.
• Coordinate with senior team members to escalate complex problems.
• Document all support tickets in IT ticketing software.
• Update and reconcile IT inventory.
• Order new client computers and provision for use.
• Reimage existing client computers and migrate user data.
• Order and provision smart phones, iPads, and VOIP phones for WPI staff.
• Troubleshoot telecom and mobile device issues.
• Perform hardware repairs and upgrades.
• Create and maintain documentation for internal processes.
• Other duties as assigned.

Requirements

Basic Requirements

• Associates degree in Information Systems, Computer Science, or related field of study OR equivalent industry experience.
• A+, N+, MCP, or other industry level certifications recommended.

Minimum Requirements

• Exceptional written and interpersonal skills are essential along with the ability to interact with all levels of the corporation.
• Proven ability to prioritize a constantly shifting workload and collaborate with other IT staff members daily.  

• Employs a customer focused attitude towards all job duties.
• Must be team-oriented and thrive in a result oriented, fast paced environment.
• Must be able to break down problems both known and unknown in a logical, efficient manner.
• Ability and desire to learn new skills quickly.
• Strong knowledge of MS Windows operating systems.
• Solid understanding of core network components (TCP/IP, Active Directory, DNS, DHCP, RDS, etc).
• Competency with hardware and software troubleshooting.
• Competency with common mobile products (iPhone, iPad, Android devices).
• The ability to learn and apply new concepts quickly.
• Late night and/or weekend hours are occasionally necessary to complete system upgrades and perform maintenance.
• Local to office, but infrequent travel is required for IT maintenance at corporate offices and jobsites.

Preferred Requirements

• Microsoft, CompTIA, or other industry certifications are recommended.

This role is not eligible for visa sponsorship.

Benefits

At WPI our employees are our greatest asset. We put our people first and are proud to provide a comprehensive benefits package designed to meet the needs of our employees at every stage of life.

In our commitment to fostering an environment where everyone can thrive personally and professionally, we offer:

• Competitive pay
• Incentive bonus plan
• 401(k) retirement savings plan with match
• Medical, prescription drug, dental and vision insurance plans with flexible spending account option
• Life insurance, accidental death, and disability benefits
• Flexible paid time off policy and paid holidays
• Professional development opportunities and certifications

WPI provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

WPI is a background screening, drug-free workplace.

This job description is intended to outline the general nature and level of work being performed by employees. It is not designed to cover or contain a comprehensive list of responsibilities, duties, or skills required of the employee of this job. Furthermore, this description is subject to change at the discretion of the company, with or without notice.