Junior-Mid Level (3 years+ ) Service Desk Analyst

About the role

Location: Brownsville or Fond du Lac, WI

Employment Type: Contract / Contract-to-Hire

• Windows Operating Systems
• Apple/macOS technologies
• Active Directory
• Microsoft 365 / Office 365
• PC, laptop, printer and peripheral support
• Mobile devices and cellular technologies
• Mobile Device Management (MDM)
• IT Service Desk / Ticketing systems

Responsibilities

• Provide technical assistance and support in person, by phone, and remotely for computer hardware, software, systems, and user-access issues.
• Troubleshoot Windows, Apple, Microsoft 365, hardware, and connectivity issues.
• Support Active Directory, including user accounts, password resets, account unlocks, and access issues.
• Support PCs, laptops, printers, peripherals, smartphones, and tablets.
• Manage and support mobile devices, including activation, user/account changes, deployment, upgrades, applications, and MDM.
• Document and track incidents and service requests through the IT ticketing system.
• Follow up with users to ensure issues are resolved and provide a positive customer experience.
• Escalate more complex issues to appropriate IT teams while maintaining communication and ownership of the issue.

Qualifications

• Associate's degree, 1–4 years of relevant experience, or equivalent combination of education and experience.
• Competent with Windows Operating Systems and Apple technologies.
• Experience with Active Directory.
• Strong troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple requests and work effectively in a fast-paced environment.
• Ability to explain technical issues and solutions to non-technical users in a professional manner.