Desktop Support

Location: Beloit, WI

Contract length: Through end of year (approximately 4 months) with potential extension and contract-to-hire opportunity.

About the role

Our client is seeking Service Desk Analysts to join their IT Support team and help address a growing backlog of support requests. This role is ideal for recent graduates looking to start their IT career or candidates with prior help desk/service desk experience. The team is looking for reliable, customer-focused professionals who can think critically, follow established processes, and provide quality technical support beyond simply reading from a script.

Work environment:

• Hybrid schedule preferred:
  • Onsite: Monday, Tuesday, Thursday
  • Remote: Wednesday, Friday
• 100% remote may be considered for strong candidates if local talent is limited.
• During training, candidates will be expected to work onsite 5 days per week.

Team & environment:

• Current Service Desk Team Size: 21
• This hiring effort will add 2 additional resources to support increased workload.
• High-volume phone support environment.
• Average call volume: 80-100 calls per day.
• Average call duration: 2-3 minutes.

Training:

• Comprehensive onboarding and training program.
• Training period is approximately 4-6 weeks.
• Candidates are typically contributing independently within 2-3 weeks.

Responsibilities

• Provide Tier 1 technical support via phone.
• Troubleshoot and resolve a variety of end-user technology issues.
• Escalate issues and collaborate with Tier 2 support teams when necessary.
• Reset Active Directory passwords and assist with account support.
• Troubleshoot printer issues and connectivity problems.
• Investigate basic network-related issues, including switch outages.
• Support desktop, laptop, and general PC troubleshooting.
• Document resolutions and create knowledge base articles when solutions are not already documented.
• Deliver excellent customer service while handling a high volume of support requests.

Requirements

Required

• Strong troubleshooting and problem-solving skills.
• Ability to work in a fast-paced support environment.
• Excellent communication and customer service skills.
• Reliable attendance and strong work ethic.
• Ability to follow procedures while also thinking independently.
• Basic understanding of IT support concepts and technologies.

Preferred

• Help Desk or Service Desk experience.
• Experience with:
  • Active Directory
  • Windows troubleshooting
  • Printer support
  • Basic networking concepts
• IT certifications, technical education, or a degree in Information Technology, Computer Science, or a related field.

Schedule

Monday-Friday, 7:00 AM-4:00 PM or 8:00 AM-5:00 PM

Pay

Pay rate: $20/hr (range: $19.00 - $21.00/hr)

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)