Job Description
Reference #: 1919
Personnel Concepts Overview
Established in 1989, Personnel Concepts is the industry authority in federal and state labor law poster compliance products. Our Company has been in business 30+ years developing new ways to help employers comply with the latest labor laws and safety regulations. As an industry leader, Personnel Concepts prides itself on consistently being the first to communicate important regulatory changes to our clients while delivering simple, cost effective and comprehensive solutions. Personnel Concepts has served more than 1.5 million customers to help them achieve and maintain compliance with government regulations. Our products can be seen displayed in company break rooms across America, and include implementation of a wide array of workplace posters, subscription services, record keeping solutions, and online training solutions
Brady Corporation Overview
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady's products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2020, employed approximately 5,400 people in its worldwide businesses. Brady's fiscal 2020 sales were approximately $1.08 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC.
Position Reports To : IT Service Desk Manager
Position Summary
The IT Support Representative works with computer users from the business to diagnose and resolve computer problems in a prompt and timely manner. This person will escalate requests or issues to the appropriate technical person within IT and determine appropriate priority level. The IT Support Representative will provide user training material and IT documentation as needed. This individual needs to have passion for the internal customer and be able to relate to a non- technical user in a professional manner. IT Support Representatives are responsible for documenting new solutions to problems and training end users as well as peers on appropriate solutions.
Essential Duties and Responsibilities
• Identifies hardware problems and determines the most efficient & cost-effective way to resolve using systematic troubleshooting approach, technical documentation, and maintenance procedures
• Reports all recurring problems that aren't being resolved effectively to appropriate network engineer to initiate prevention procedures & update documentation accordingly
• Orders parts and repairs damaged equipment according to equipment warranties with a limited amount of downtime
• Processes timely defective reports to vendor to ensure accurate billing and warranty parameters
• Coordinates replacement or loaner equipment as needed
• Installs and tests equipment at user site
• Escalates problems/issues to the technical lead or department manager as appropriate
• Meets all service performance operational goals as defined by the department for
• Number of tickets processed daily
• Response time via phone, on-site visit, callbacks, escalations, etc.
• Work hours
• Company assets
• Updates matrix responsibilities as needed
• Maintain awareness of related IT programs and projects to ensure that common goals and objectives are met.
• Support nonstandard applications that are critical for the business as defined per IT management
• Responsible for troubleshooting problems with phone system and escalating to phone tech or phone company if problem cannot be resolved locally
• Responsible for troubleshooting problems with network environment and escalating to engineers if problem cannot be resolved locally
• Act as a technical resource and IT business partner to internal/external customers to address and resolve inquiries and problems
Required Knowledge, Skills and Abilities
• Associate Technical Degree or higher
• Minimum 3 years of technical support experience
• General customer service experience
• Ability to occasionally work nights and weekends
• Demonstrated experience in Windows OS and corporate network environment
• Ability to apply basic project management skills to small projects, will need to do research to resolve customer issues where precedents do not always exist
Desired Characteristics: Knowledge, Skills and Abilities
• Minimum of 2 years of experience in an IT Support position
Benefits of the Position
• Medical, Dental, Vision, Life Insurance, 401K Match (available on day 1 of employment)
• Dynamic team-based work environment
• Access to talent development programs
Our company is an equal opportunity/affirmative action employer. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal "EEO is the Law" poster at EEOPost.pdf
Compensation and Hours
Salary Range: Not Available DOE (Depends on Experience) Not Available Other Benefits: Not Available Full or Part Time: Full Time (30 Hours or More) Job Duration: Over 150 Days Type of Job: Regular
Shift: Not Applicable
Hours per Week:
Hours Not Specified
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