Help Desk Technician

The Help Desk Technician provides first contact support for technical issues at NavitasPartners, operating onsite in Wauwatosa, Wisconsin. The role focuses on diagnosing, troubleshooting, resolving, and, when needed, escalating hardware, software, and application problems to minimize business disruption and maintain user productivity.

Responsibilities

• Acknowledge and triage incoming service requests, incidents, and technical support inquiries.
• Install, configure, upgrade, and maintain desktop software and applications.
• Diagnose issues across operating systems, applications, and hardware components.
• Record incidents, resolutions, and all support activities in the ticketing system.
• Escalate unresolved issues to the appropriate technical teams.
• Assist with user account administration and access requests.
• Assist with workstation deployments and equipment replacements.
• Deliver end-user training and provide technical guidance.
• Maintain knowledge base articles and support documentation up to date.
• Ensure adherence to service level agreements.

Requirements

• Strong customer service and communication skills.
• Experience with desktop and application support.
• Proficient troubleshooting and problem-solving abilities.
• Familiarity with ticket management systems.
• Experience supporting Microsoft Windows environments and Microsoft 365.
• Ability to create and maintain technical documentation.
• Associate's degree in Information Technology or a related field.
• Minimum two years of help desk or desktop support experience.
• ITIL Foundation, CompTIA A+, or equivalent certifications preferred.

Technologies

• Microsoft Windows
• Microsoft 365