Overview:
The Level 1 (L1) IT Support Technician is the front line of in‑person deskside support and service request fulfillment for RPC, AprilAire, and related Unified Operations facilities in the Madison, WI area. This role delivers high‑volume, Tier 1 support while ensuring disciplined triage, documentation, and escalation to higher tiers.
Designed as a feeder role into Level 2 and Level 3, this position offers strong exposure to enterprise IT, manufacturing environments, and modern workplace tooling. L1 technicians protect senior engineering capacity by resolving standard issues quickly and preparing high‑quality escalations.
Responsibilities:
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Provide in‑person deskside support across office, manufacturing, and light industrial environments.
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Deliver consistent early coverage beginning ~6:00 a.m. for manufacturing users as part of normal business hours.
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Troubleshoot common endpoint issues including Windows 11 usability/performance, docks, monitors, printers, scanners, and peripherals.
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Support conference rooms and shared technology spaces.
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Travel between nearby Madison sites using personal transportation as required.
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Serve as the first point of contact for incidents and service requests submitted via Freshservice.
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Accurately log, categorize, prioritize, and document tickets.
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Resolve standard Tier 1 issues using approved procedures and knowledge base articles.
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Communicate clearly with users and provide timely updates.
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Prepare high‑quality escalations to L2/L3 with complete triage details (impact, repro steps, screenshots/logs where applicable)
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Provision, image, deploy, and recover Windows endpoints using defined standard images.
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Assist with maintaining image integrity and flagging issues or improvements.
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Perform device refresh, swap, and break/fix activities.
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Participate in light after‑hours planned refresh work (scheduled device deployments, swaps, staging) as needed.
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Scope expectation: approximately 300 endpoints per L1 technician.
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Perform Tier 1 identity tasks such as password resets, account unlocks, and basic MFA troubleshooting.
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Route access requests through documented approval workflows and escalate when elevated permissions or policy changes are required.
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Assist with handling, staging, logistics, and basic troubleshooting of production mobility devices, including Honeywell CK67 handheld scanners.
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Coordinate issuance, collection, and basic checks.
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Escalate configuration, RF, or application‑level issues with complete documentation.
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Track hardware assets accurately in Freshservice or designated asset systems.
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Maintain inventories of endpoints, peripherals, and mobility devices.
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Ensure devices are tagged, accounted for, and aligned with lifecycle standards.
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Follow SOPs and contribute feedback to improve them.
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Identify repeat issues suitable for knowledge articles or standard fixes.
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Build strong fundamentals in incident/request management, escalation discipline, and customer service.
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Demonstrate readiness for progression to L2/L3 through capability growth and ownership.
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Participate in as‑needed on‑call coverage for Major Incidents.
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Support light, planned after‑hours refresh work as scheduled (not routine operations).
Qualifications:
Required Qualifications
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Bachelor's degree in IT, Computer Science, Engineering, or equivalent experience
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3+ years of progressive IT experience
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Demonstrated expertise in:
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Windows Server
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Windows 11 enterprise environments
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Microsoft 365 and hybrid identity
Preferred Qualifications:
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Relevant certifications (VMware, Nutanix, Cisco, Microsoft, ITIL)
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Manufacturing or warehouse IT experience
- Rugged mobility / MDM experience (SOTI preferred)
LinkedIn Tag: Claudine Baccheschi #LI-CB1
