IT Support Engineer L1
Brenntag · Wauwatosa, WI · 2 wk ago
Information TechnologyFull-time
Key Responsibilities
- Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations
- Aid with network connectivity issues (Wi-Fi, VPN, LAN)
- Perform basic Active Directory tasks: password resets, account unlocks, user provisioning
- Support onboarding and offboarding processes including equipment setup and decommissioning
- Ticketing & Documentation
- Log, track, and manage all support requests and incidents in the ticketing system (ServiceNow, Jira Service Management, or equivalent)
- Accurately document troubleshooting steps, resolutions, and recurring issues
- Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation
- Contribute to and maintain the internal knowledge base
- Customer Service & Communication
- Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools
- Set and manage user expectations regarding resolution timelines
- Follow up on open tickets to ensure user satisfaction and timely closure
- Act as a calm, reliable point of contact during technical disruptions
- Educational requirements: High school diploma or GED required; Associate's or bachelor’s degree in IT, Computer Science, or related field preferred (Flexible with this, the person can have IT licenses as well, or experience will count as well.)
- Experience: 1–2 years of experience in a help desk, IT support, or desktop support role
- Skills: Proficiency in troubleshooting Windows 10/11 environments; macOS experience a plus
- Hands-on experience with ticketing platforms (ServiceNow, Jira, Zendesk, Freshdesk, or similar)
- Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN
- Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop)
- Strong verbal and written communication skills
- Ability to explain technical concepts clearly to non-technical users
- Excellent time management and ability to prioritize multiple open tickets
- Patient, empathetic, and professional demeanor under pressure
- Self-motivated with a desire to learn and grow within IT
- CompTIA A+, CompTIA Network+, or ITIL Foundation certification
- Bilingual (English/French) a plus for the Montreal location
- Experience in a corporate or enterprise IT environment
- Individual development, on-the-job training, and development programs designed to help our employees grow in their careers
- Paid parental leave
- Education assistance program
- Employee assistance program
- Variety of healthcare plan options as well as 401(k)