IT Generalist

Wildcard Corp. is looking for an IT Generalist I. This position acts as the first line of contact with our customers performing technical support. People skills are a must! You will manage tickets for our clients as well as interact with support and service staff. As an IT Generalist you will also be involved in the support of our main office or systems environments. This is a full time position at our Stevens Point offices with full benefits.

Duties 

  • Use problem solving process to resolve customer issues
  • Manages support tickets for clients
  • Data entry into ticketing system
  • Gather site requirements
  • Gather technical requirements
  • Maintain all corporate systems, applications, tools and services with a strong focus on security
  • Set up accounts and workstations
  • Document solutions and procedures
  • Participate in 24x7 on-call rotation
  • Monitor and respond to alerts
  • Perform client training on ticketing system
  • Travel to client sites, perform support and training as needed (10% to 20%)

Level I

  • Provide customer updates to tickets via ticket updates, email and phone calls
  • Assign technical resources to issues
  • Schedule technical resources
  • Keep support team up to date on issues
  • Support and maintain IP-based hosted and on-premise phone system
  • Support mobile devices
  • Support video conferencing hardware
  • Managing support for enterprise approved business applications and services
  • User education and training when appropriate
  • Conduct warranty returns on company equipment
  • Build and maintain servers (Physical and virtual)
  • Maintains back up systems in accordance with company guidelines
  • Assist in ticket escalation
  • Works with the Commercial Program Manager to resolve customers issues and concerns
  • Works under immediate supervision

Requirements Level I

  • Must be a US Citizen
  • Must have either an Associate's Degree in Computer Information Services, Network Services, or 2 years of relevant experience in an I.T. Position
  • Experience with Linux, VoIP, and Asterisk PBX
  • Experience supporting, managing and improving workplace technologies including Google Suite, Slack, Trello and Jira
  • Experience supporting both local and remote teams
  • Must be able to work at our Stevens Point offices

Wildcard Corp. is an Equal Opportunity / Affirmative Action employer. The policy of Wildcard Corp. is to fully comply with applicable federal, state and local laws, rules and regulations in regards to non-discrimination in the workplace. It shall be the policy of Wildcard Corp. to not discriminate due to race, color, religion, sex, sexual preference, national origin, disability, age, military status, or veteran status.