Service Desk Technician III na Broan-NuTone

Broan-NuTone leads the residential ventilation industry in North America with our innovative products, fulfilling our mission to improve people’s lives through better air. We are present in more than 110 million homes in North America and are proud to move almost 13 trillion cubic feet of fresh air per year. Our 2,000+ entrepreneurs operate in four countries, and our quality products are made by five manufacturing facilities we own and by trusted supply partners. Our leading brands include Broan, NuTone, Zephyr, Best, Venmar, and vanEE.

At Broan-NuTone we are all about growth, so we have a one-page Growth Agenda that serves as our true north at all levels in the organization. Founded in 1932, Broan-NuTone is the largest company in Madison Air, one of the world’s largest privately held companies with 8,000 entrepreneurs, $10 billion in enterprise value, and 42 manufacturing facilities in 11 countries around the world. Madison Air’s mission to make the world safer, healthier, and more productive through the transformative power of air brings us all together. We are also passionate about the safety of our entrepreneurs, a culture that promotes safety, innovation, growth, a bias for action, and building trust.

Business Job Title: Service Desk Technician – Level II     

Job Summary: The Level III Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Job Responsibilities:

• Provide Level III Support for all volumes.
• Act as an escalation point for advanced or difficult help requests.
• Build rapport with service desk customers.
• Escalate problems (when required) with the Service Desk Supervisor or Engineering Staff.
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, printer issues, and configuring systems and applications.
• Install all security software and ensure check-ins to proper portals.
• Perform preventative maintenance, including checking and cleaning of Desktops.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow ups with Service Desk Supervisor as required.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

Job Requirements:

• High school diploma and a minimum of 5 years desktop application support experience.
• Knowledge of advanced computer hardware, including Dell, Microsoft, and HP.
• Experience with desktop operating systems, including Windows 10 & 11.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Fluent English language skills.
• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Physical Requirements

• 40-hour on-site work week.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.

At Broan NuTone, we take pride in offering exceptional benefit packages and a highly competitive pay structure to our employees. Our comprehensive benefits include health, dental and vision insurance, company paid life insurance, disability insurance, retirement plans, paid time off, wellness program, education assistance, parental leave, and employee assistance programs. In addition, we provide a competitive pay structure that rewards our employees for their hard work and dedication, ensuring that they are compensated fairly for their contributions. Join our team and enjoy the peace of mind and financial stability that comes with our outstanding benefits and competitive pay.

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