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. The position is onsite at the Baraboo or Madison, WI office.

About MSA

For over 100 years, MSA has helped shape communities through engineering excellence. Founded in 1919 in Baraboo, Wisconsin, the firm now has over 550 employee‑owners across the U.S. MSA is a 100 % employee‑owned company that values mentorship, collaboration, work‑life integration, and community engagement.

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 – training will be provided.
• 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, organized, with strong problem‑solving abilities.
• Physical: Ability to lift up to 25 pounds occasionally.
• Eligibility: Must be authorized to work in the U.S. without visa sponsorship now or in the future.

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.

Benefits

• Competitive pay and unique perks.
• Quality medical, dental, and vision insurance options 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.
• 401(k) Retirement Savings Plan with generous employer match, immediately 100 % vested.
• Short‑Term Incentive (STIP) bonus.
• Flex‑time program and hybrid/remote work options where possible.
• Ongoing training, tuition reimbursement, and access to cutting‑edge technology.
• Community engagement opportunities: volunteering, STEM outreach, and event participation.