Service Desk Specialist

About the role

Join our Business Technology (BT) team as a Service Desk Support Specialist, where you’ll serve as a critical first point of contact for technology support across the organization. In this hands-on role, you will provide exceptional Level 1 & 2 support for desktops, laptops, mobile devices, printers, conferencing technology, business applications, network services, and user accounts. You will troubleshoot and resolve technical issues, deliver outstanding customer service, and drive strong first-contact resolution results while ensuring users remain productive and connected.

The ideal candidate is a customer-focused problem solver with strong technical aptitude, excellent communication skills, and a passion for continuous improvement. Beyond incident resolution, you will support device deployments, software installations, VPN and mobile device management, asset tracking, documentation, and knowledge sharing. You’ll collaborate across BT teams, contribute to security and disaster recovery initiatives, mentor less experienced team members, and help maintain reliable technology services in a fast-paced environment. Flexibility to travel between facilities and respond to urgent support needs outside normal business hours is required.

Requirements

• 2 Year / Associate Degree in Information Systems, Computer Science or other related field required. An equivalent level of education and experience may be considered.
• Minimum of three (3) years of related technical support experience required.
• Proficient in using and supporting Microsoft Office Products.
• Ability to relate technical concepts to non-technical people.
• Ability to comprehend complex environments.
• Skilled in asking inquisitive questions to help resolve issues.

Preferred Qualifications

• 4 Year / Bachelors Degree in Information Systems, Computer Science or other related field preferred.
• ITIL Foundations Certificate desired.

Benefits

• Low-cost onsite clinics.
• Free onsite fitness center.
• Free healthy snacks throughout facility.
• Health and wellness reimbursement program.
• Associate cheese purchasing program.
• Two-year mentorship program.
• Relaxation rooms (based on location).
• Coffee and gelato bar (based on location).
• Paid Parental Leave.

State of the art corporate building: https://www.grande.com/careers/#office

Location

Fond du Lac (FDL) offers a full four-season experience with warm summers (highs in the 80s) and brisk winters (average temps in the 20s), ideal for outdoor activities like golf, biking, camping, snowmobiling, cross-country skiing, and ice fishing. The area (population 43,000) is easy to navigate and within an hour’s drive of major Wisconsin metros (Milwaukee, Madison, and Fox Cities/Green Bay). Fond du Lac boasts a cost of living 4% below the national average, with housing, rent, and property taxes 21% lower than the national average. The community features strong educational partners (public and private K-12 schools and three local colleges/universities), a vibrant business environment, and ample recreational opportunities.