Help Desk Technician

Job Overview

As a Desktop Support Specialist, you will be the primary tech support expert for our teams. In this role, you’ll help keep our employees productive by quickly resolving day-to-day IT issues, setting up hardware and software, and making technology simple and reliable for everyone.

ROLE + RESPONSIBILITIES

• Deliver helpdesk support to office staff and internal users.
• Create, track, and manage all IT support tickets through ticketing system, escalating issues when necessary.
• Provide first and second level technical support via phone, email and in person for both onsite and remote users.
• Answer incoming support calls and assist users in real time.
• Set up and onboard new users across the organization, including account creation and system access.
• Collaborate with the Network Administrator to troubleshoot issues and research solutions.
• Aid with hardware and software repairs as needed.
• Order, configure, and deploy domain joined computers, including the installation and management of network printers.
• Configure, troubleshoot, repair, and replace Android and iPhone mobile devices.
• Document and develop standard operating procedures.
• Participate in on call rotation during weeknights and weekends to support production facilities.
• Troubleshoot and resolve issues across: Windows environments, Microsoft 365, networking and VPNs, RDP and remote environments, VoIP systems (3CX, SIP, call flow issues).
• Support departmental and cross-functional IT projects as assigned.

Qualifications

• Proven experience in a service desk role that supports both internal and external users.
• Associate’s degree in information technology, computer science, or related field.
• Proficient in Microsoft Windows 11 and Office 365 Suite.
• Quick learner of various computer hardware and software applications.
• Strong troubleshooting skills with the ability to diagnose and resolve issues involving hardware, software, and systems (including PCs, printers, mobile devices, and VoIP phones).
• Ability to install and support application upgrades as needed.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• High attention to detail and accuracy.
• Strong analytical and problem-solving skills.
• Clear verbal and written communication, able to explain technical details to non-technical staff and customers.
• Professional, customer-focused attitude and approach.

Physical Demands

While performing the duties of this role, the employee is regularly required to use their hands to handle or operate objects, tools, and controls. The employee may occasionally need to lift up to 50 pounds, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl.

Travel Requirements

This position may require travel to production facilities in Wisconsin.