Support Desk Technician

About the role

Support Desk Technicians are the ultimate troubleshooters, wielding their knowledge of hardware and software systems like a superhero tool belt. You will be the friendly face clients speak with when their technical issues arise, using your communication skills and troubleshooting prowess to solve problems efficiently and keep everyone happy. Think of yourself as a tech ninja, but way less secretive and more high fives!

Responsibilities

• Become a client whisperer – answer calls, create tickets in ConnectWise, and be the first line of defense for all things tech‑related.
• Provide lightning‑fast assistance via phone, email, and remote access tools.
• Diagnose and fix both hardware and software issues, acting as a problem‑solving detective.
• Master the ticketing system, prioritize tasks, and know when to call in reinforcements for complex issues.
• Collaborate with fellow tech heroes to tackle any tech challenges that arise.
• Track client support activities with precision.
• Maintain client password security, acting as a data‑vault superhero.
• Install, configure, and maintain computer systems and applications.
• Document technical issues, solutions, and procedures to keep the tech knowledge library up to date.
• Assist with occasional on‑site support in the greater Milwaukee area.

Qualifications

• Associate's degree (A.A.) or equivalent from an accredited two‑year college/technical school, or six months+ supporting a Microsoft network environment (Windows 2003/2008/2012 domains) with centralized management for hardware, software, and backup processes.
• Transportation: Must have a reliable car and valid insurance.
• Certificates and Licenses: None required, however, every Systems Specialist will be expected to engage in a Certification Path as determined and agreed upon between the Systems Specialist and their respective Leader.

Physical Demands

The employee must regularly lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.