Help Desk Technician I

The Help Desk Technician I provides routine IT support for internal end users and external consultants, covering software, hardware, telecommunications, printing and faxing, and wireless-related issues. This hybrid role is based in Menomonee Falls, Wisconsin, with support delivered to both remote and onsite users.

Role Focus

In this position, you troubleshoot and resolve end-user issues in a professional manner while using internal systems to manage requests and document outcomes. Support includes onboarding and onboarding-adjacent setup, hardware configuration and installation, and coordination with end users to implement standard solutions such as updates, software installs, equipment moves, and approved system builds.

Key Responsibilities

• Support internal end users and external consultants with routine issues involving software, hardware, telecommunications, printing, faxing, and wireless technologies.
• Troubleshoot and resolve issues in a positive and professional manner.
• Process requests in internal systems and document resolutions for tracking and communication.
• Provide initial support for remote and onsite users across internally used software applications, hardware, mobile and telecommunication devices, wireless equipment, and peripherals such as printers and fax solutions, including APs.
• Assist with new hire setup by creating user network accounts, email mailboxes, assigning network security groups, and setting up standard and Customer Care agent phone access.
• Deliver requested equipment coordination by providing ITAM with equipment lists for new and existing employees, then configuring and installing hardware after equipment is received from the onsite ITAM team.
• Coordinate routine solutions including new system builds, running approved system updates, installing software, and moving or rearranging user equipment for onsite changes.
• Use reference and resolution resources to support issue identification and resolution.
• Contribute to knowledge base and resolution documentation, maintaining or updating existing documentation as needed.
• Monitor and manage incoming support requests using the internal help desk ticketing system.
• Take ownership of incidents through to resolution, or coordinate escalation and assistance to appropriate teams when required.
• Maintain detailed, accurate ticket documentation and ensure timely end-user communication and resolution.
• Build skills by leveraging training materials and participating in projects that develop new technical capabilities.
• Assist members of the Network Administration team with assigned projects and tasks as directed by the Help Desk Manager.
• Participate in team recommendations for solutions that improve end-user experiences.

Required Education and Qualifications

• HS Diploma plus additional education (for example, Certification in A+ and/or Network+).
• 0–6 months of experience in a helpdesk role using a helpdesk ticketing system.
• Ability to physically work from the Menomonee Falls office.
• Knowledge of the current version of Microsoft Windows and Microsoft Office Suite.
• Strong troubleshooting and analysis skills.
• Ability to support end-user systems across the operating life cycle (deployment, upgrades, ongoing support).
• Knowledge of Active Directory and O365.
• Knowledge of PC Hardware Systems and general interfaces, including mobile and smart devices.

Technologies

• Microsoft Windows
• Microsoft Office Suite
• Active Directory
• O365
• Helpdesk ticketing system
• PC Hardware Systems
• VoIP phone system
• VMware
• ITIL
• Intune
• Microsoft Desktop Operating System
• Microsoft Office

Location and Work Arrangement

This position is based in Menomonee Falls, WI and offers a hybrid working environment with the ability to work from home one day a week.

Compensation

• Compensation Range: USD $19.61–$29.41 per hour
• Compensation Midpoint: USD $24.51 per hour

Additional Important Considerations

• A minimum of one year of help desk experience is required for consideration.

Preferred Candidate Profile

• Associate or Bachelor’s degree in Information Technology (or related area) with 1–2 years of experience in the field.
• Certification in Microsoft Desktop Operating System and/or Microsoft Office.
• 1–2 years of experience in a Helpdesk or Support role.
• Knowledge and ability to use ticketing systems.
• Knowledge of network design and equipment, Active Directory functionality and utilization, and package deployments in a Microsoft environment.
• Experience in an environment that utilizes VoIP and VMware.
• Knowledge of support process standards (such as ITIL) as they apply to the role.
• Knowledge of basic system administration (file permissions, access levels, and machine communication with domain controllers), including familiarity with Intune.