Level 1 IT Help Desk

About the role

We are seeking a customer-focused Help Desk Technician to provide first-level technical support for end users in a fast-paced environment. This individual will be responsible for troubleshooting hardware, software, and access-related issues, ensuring timely ticket resolution, and delivering an excellent customer experience.

Responsibilities

• Provide first-level technical support for end users via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 applications, Active Directory, desktop hardware, and peripherals.
• Log, track, update, and manage incidents and service requests within the organization’s ITSM/ticketing system.
• Prioritize and triage multiple support requests while maintaining service level expectations.
• Follow documented support processes, knowledge base articles, and standard operating procedures.
• Escalate complex or out-of-scope issues to appropriate support teams with thorough documentation.
• Maintain accurate and detailed ticket notes, troubleshooting steps, and resolution documentation.
• Deliver exceptional customer service through professional verbal and written communication.
• Monitor ticket queues to ensure prompt response and resolution times.
• Maintain dependable attendance and adherence to assigned work schedules.

Required Qualifications

• Experience supporting Windows operating systems in an enterprise environment.
• Working knowledge of Microsoft 365, Active Directory, desktop hardware, and common peripherals.
• Experience utilizing an ITSM or ticketing platform to manage incidents and service requests.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent customer service, written communication, and verbal communication abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced support environment.
• Ability to follow established procedures and recognize when escalation is required.

Performance Expectations

• Acknowledge new support tickets within 2 hours of submission.
• Escalate out-of-scope issues within 4 hours, ensuring all relevant troubleshooting and documentation are included.
• Maintain ticket documentation quality in accordance with organizational standards.
• Meet established attendance, reliability, and service-level expectations.

Pay

The pay range for this position is $20.00 – $26.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully onsite position in Menasha, WI.