IT Helpdesk Support Specialist

Do you want to join a company that:

• has been voted a Top Workplace in the Madison, WI area for the seventh year in a row?
• is a family-based company that values a work-life balance?
• has quarterly in-office chair massages available at no cost to its team members?
• has implemented solar panels to help reduce its carbon footprint?

At Amtelco, we believe in the importance of individuals, the diversity they bring, and the power of teamwork. We listen to our team members and select initiatives that are important to them. Join our family-owned business where we value work-life balance and create a fun, supportive, inclusive environment for our team members to succeed in!

Amtelco is the leader in developing SQL-based applications that are an open platform for critical interoperability in Healthcare and Commercial markets throughout the United States. We have received more than 30 U.S. Patents for telephony software, data handling methodologies, and telephone switching devices!

We’re actively seeking an IT Helpdesk Support Specialist in our Customer Service department that will contribute to our mission of working with our family of customers to provide the very best products and support while creating a successful long-term partnership. This position works to provide technical assistance to computer system users of Amtelco desktop applications and server databases with the network-based messaging system by answering questions on the applications or resolving computer problems for clients via telephone and remote control. Additionally, this talented and dedicated team member provides assistance concerning the use of computer desktop server hardware and software, including application functionality, installation (hardware & software), network hardware, database support, and operating systems.

This full-time position is based at Amtelco’s corporate headquarters in McFarland, WI and reports to our Director of Customer Service. Determined by your director, the benefit of a hybrid workplace model occurs at different times for each employee based on job performance.

How will I make an impact?

• Oversee the daily performance of client computer systems
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Enter commands and observe system functioning to verify correct operations and detect errors
• Remotely help to set up equipment for client use – performing or ensuring proper installation of cables, operating systems, or appropriate software
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Maintain Helpdesk records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Refer major hardware or software problems or defective products to the Team Leader and hardware/software departments for resolution
• Develop training materials and procedures, or train clients in the proper use of Amtelco hardware or software
• Confer with team, clients, and management to establish requirements for new systems or modifications
• Prepare evaluations of software or hardware and recommend improvements or upgrades
• Read trade magazines and technical manuals or attend conferences and seminars to maintain knowledge of hardware and software
• Participation in rotating On-Call assignments is required (nights, weekends, & holidays with a 6-week rotation)
• Weekly late night support work is required (support and software upgrades). Flexible hours apply when late night work is performed.

What does success look like in this role?

• Associate/Bachelor’s Degree – some college coursework completed, and some experience is recommended
• Windows 10, 11 experience (A+ level) required
• Some programming and database (MS SQL, Access) knowledge and experience is recommended
• Computers & Electronics – Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming
• Customer & Personal Service – Knowledge of principles and processes for providing customer & personal services including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Telecommunications – Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems
• Time Management – Managing one's own time and the time of others
• Judgment & Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one
• Clerical – Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology
• Engineering & Technology – Knowledge of the practical application of engineering science and technology including applying principles, techniques, procedures, and equipment to the design and production of various goods and services
• Systems Analysis – Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes

Amtelco complies with all federal laws regarding employment eligibility verification. All employees must maintain valid authorization to work in the United States throughout their employment. Employees whose work authorization is temporary are responsible for ensuring it remains valid and for providing updated documentation before the current authorization expires. Amtelco does not provide immigration sponsorship for work authorization (for example, H-1B, TN, or similar employment visas). Employment cannot continue if valid work authorization cannot be maintained.

Amtelco is proud to be an Equal Opportunity Employer. We prohibit discrimination or harassment of any kind and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including gender identity or expression), sexual orientation, national origin, ancestry, age, disability, genetic information, military status, marital status, or any other characteristic protected by law. We also provide reasonable accommodations to qualified individuals with disabilities and those with sincerely held religious beliefs, in accordance with applicable laws. We are committed to a diverse and inclusive workplace where all individuals are valued for their unique backgrounds, skills, and perspectives.

Pay: $18.27 - $23.08 per hour

Expected hours: No less than 40.0 per week

Benefits:

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

Education:

• Associate (Preferred)

Experience:

• Technical support: 1 year (Preferred)

Ability to Commute:

• McFarland, WI 53558 (Required)

Work Location: Hybrid remote in McFarland, WI 53558