Technical Support Service Specialist

Summary: Wausau Supply Company (WSC) relies on technology to drive all aspects of the business. This role will be a key point of contact to provide level 1 Information Technology (IT) support across all technology platforms for both internal employees and external customers.

Duties to include (but not limited to):

• Receive and log customer problems, requests, and issues.
• Perform initial problem identification, reproduction, and resolution utilizing support tools, remote access, internet resources, internal documentation and peers support as appropriate.
• Document all troubleshooting efforts in problem ticket.
• Escalate tickets immediately when unable to resolve and maintain ticket ownership through problem resolution.
• Monitor and track incidents to ensure resolution occurs within customer service level agreements (SLAs).
• Provide training for customers and staff in the use of Wausau Supply web sites, computers, and applications.
• Engage and contribute to long term IT projects as outlined by special project charters.
• Duties as assigned
• Provide after-hours support on a rotational basis.

A Technical Support Services Specialist will possess and/or demonstrate the ability to:

• Provide first-rate IT assistance and solutions.
• Demonstrate excellent phone manner and interpersonal skills as well as developed oral and written communication skills.
• Remain highly organized, flexible and able to react well to immediate issues with attention to detail and deadlines.
• Manage time and prioritize work.
• Support Windows 10, OSX, IOS
• Support Microsoft Office 365 Applications
• Motivated to go beyond the job description to ensure the work gets done.

Education / Experience:

• Possess a minimum of a two-year degree from an accredited college or university in information technology or related work experience.

Working Demands / Physical Requirements:

• General office conditions with continuous sitting with heavy computer usage.
• Occasional short-term out-of-town travel for educational purposes
• Ability to lift 50 pounds
• Ability to crawl

Reports to:  Technical Support Services Team Lead

Conclusion:  The Technical Support Services Agent will exemplify the high standards that have come to be associated with WSC. As an ESOP owner, acting with honor, integrity, and positivity is an imperative. 100% uptime of the systems that allow for trucks to roll, phones to ring and product to ship is the IT Level 1 Support Agent’s prime objective.