Help Desk Support Technician

About the role

We’re seeking a Help Desk Support Technician to be the first point of contact for employees seeking technical assistance. This role requires a caring, approachable, and empathetic individual with a wide range of technical knowledge to troubleshoot and resolve computer and network issues. You’ll play a key role in supporting our team, keeping technology running smoothly, and ensuring colleagues feel supported and empowered. This role is required to be onsite at the Baraboo WI office.

For over 100 years, MSA has helped shape communities through engineering excellence. What began in 1919 with a single practitioner in Baraboo, Wisconsin, has grown into a robust firm of over 550 employee owners across the U.S. Our purpose is simple: to make communities stronger, safer, and more sustainable.

Responsibilities

• Provide first-line technical support to employees across the company.
• Respond to Help Desk tickets, emails, calls, and chat requests in a timely manner (same business day).
• Troubleshoot and resolve hardware, software, and network issues.
• Build, configure, and deploy PCs and tablets.
• Maintain and update the IT Asset Inventory system, including annual check-ins with staff.
• Verify software requests for licensing and compliance.
• Research, test, and evaluate technology requests and new solutions.
• Collaborate with vendors and escalate issues when necessary.
• Document issues, solutions, and patterns to improve IT processes.
• Provide occasional on-site support at other company offices.

Qualifications

Education: High School Diploma or GED required. Pursuing a degree in Computer/Information Science preferred.

Experience: No prior experience required – we’ll provide training!

Skills & Knowledge:

• Strong understanding of operating systems, networks, and troubleshooting.
• Familiarity with Windows and Microsoft Office/365.
• Knowledge of firewalls, routers, and system builds (SCCM experience a plus).
• Excellent communication and active listening skills.
• Patience, empathy, and professionalism in handling support requests.
• Detail-oriented and organized, with strong problem-solving abilities.
• Ability to lift up to 25 pounds occasionally.

The selected candidate must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.

Benefits

At MSA, we understand that great work happens when you contribute great value, and maintain a balanced life and career. That’s why we offer:

• Employee Ownership = True Investment: MSA is a 100% employee-owned firm.
• A Culture of Mentorship and Collaboration: Work alongside a talented, cross-disciplinary team that values mentorship, professional development, and team success.
• A flex time program that empowers you to manage your schedule — because life doesn’t always fit inside 9 to 5
• A flexible work environment, including hybrid and remote options where possible, to support your productivity and well-being.

Best-in-Industry Benefits - Eligible employees enjoy:

• Quality Insurance Options: Medical, dental, and vision coverage for you and your family
• Paid Time Off: Minimum of 17 days in the first year for full-time employees
• Paid Holidays: 8 holidays per year
• Paid Parental Leave: 2 weeks for both parents, with additional time for birth parents under MSA’s Short Term Paid Leave
• Supplemental Insurance: 100% paid life, long-term disability, and short-term disability insurance
• Employee Stock Ownership Plan (ESOP): 100% employee-owned, with stock provided at no cost
• 401k Retirement Savings Plan: Generous employer match, immediately 100% vested
• Short Term Incentive (STIP) bonus

Pay

The hourly wage for this position ranges from $21 to $34 an hour commensurate with experience. Higher compensation within this range will be paid to candidates with significant experience and exceptional qualifications.

Schedule

This role is required to be onsite at the Baraboo WI office.