IT Service Desk Representative

About the role

We Energies, a subsidiary of WEC Energy Group, is seeking an IT Service Desk Representative in Milwaukee, Wisconsin. This position is represented by the We Energies L2150 Union. The principal duties of the IT Service Desk Representative include coordinating, documenting, assessing issue symptoms, troubleshooting, and resolving or escalating first‑tier issues with hardware, software, and user service requests, and maintaining documentation of related information for those issues and requests.

Responsibilities

• Maintain maximum availability to act as the first and central point of contact, documenting incidents and requests in an automated problem‑tracking system.
• Coordinate incoming client calls, emails, and other client contacts in a call center environment.
• Use documented procedures to assist clients with solving issues related to hardware, software, networks, and peripherals using available technology and knowledge base articles; also search external resources.
• Use documented procedures to provide timely resolution of issues or escalation on behalf of the client to appropriate second or third‑level support teams.
• Follow procedures to ensure knowledge base article documentation is updated as needed.
• Create and document incident cases and any necessary status updates with additional client contacts.
• Leverage a variety of provided support tools, including knowledge base articles, remote access, and peers, to accurately assess system issues and business impact; also search external resources.
• Contact clients to provide follow‑up on incident resolution or request completion to ensure proper and complete closure.
• Share expertise with fellow team members.
• Engage in continuing education – read and retain current and updated information on procedures, policies, and services; improve computer literacy levels.
• Participate in team meetings.
• Participate on committees for workgroup or department‑based projects; provide information, feedback, and input to improve and test support processes.
• Provide training to clients and team members.
• Act as a personal mentor for other team members as needed.
• Complete required time reporting and other administrative duties.
• Maintain working relationships with other IT teams, other departments, and outside suppliers as appropriate, as partners in request fulfillment.
• Actively participate in assigned work tasks which may be short‑ or long‑term in duration and help to provide better tools, process, or customer service to clients.

Requirements

• Minimum of two years of post‑secondary education including 15 credits of college coursework in computer science OR a related technology discipline from an accredited institution.
• Testing Requirements: IT Svc Desk Rep Structured Interview (ITSVCDSK) – a structured interview covering Technical Knowledge, Quality Orientation, Applied Learning, Decision Making, Work Standards, and Communication (End Date: 10/23/2026).

Pay

The pay range for this position is $24.08 (minimum) to $40.15 (maximum). The starting salary/pay within the range will be based on factors such as relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for this role.