IT Help Desk Technician

Summit Golf Brands relies on a dependable IT help desk to keep daily operations running smoothly from its Barneveld, Wisconsin office. The IT Help Desk Technician serves as the first line of support for employees, addressing hardware, software, and connectivity issues quickly to minimize disruption. Candidates typically hold an associate or bachelor’s degree in information technology, computer science, or a related field, and can expect a salary range of $40,000 to $55,000 per year.

Responsibilities

• Act as the initial contact for IT support requests submitted via phone, email, or the ticketing system, ensuring prompt acknowledgment and resolution.
• Diagnose and resolve hardware, software, network connectivity, and peripheral issues for end users across the organization.
• Set up, configure, and deploy desktops, laptops, printers, and other end-user equipment for new hires and refresh cycles.
• Create, manage, and disable user accounts and access in Active Directory, Microsoft 365, and other business applications per established provisioning procedures.
• Document all support activities, troubleshooting steps, and resolutions accurately in the IT ticketing system.
• Escalate unresolved or complex issues to senior IT staff in a timely manner with thorough documentation of steps already taken.
• Assist with maintaining IT asset inventory, including tracking hardware lifecycle and software license compliance.
• Support onboarding and offboarding processes by coordinating equipment and account setup or deactivation.
• Contribute to the creation and maintenance of IT knowledge base articles and end-user guides.
• Maintain a professional, service-oriented attitude and follow up with users to ensure issues are fully resolved.

Requirements

• Basic understanding of Windows 10/11 operating systems, Microsoft 365 applications (Outlook, Teams, Word, Excel), and common business software.
• Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Ability to clearly communicate technical information to non-technical users in a patient and professional manner.
• Strong problem-solving skills with the ability to prioritize and manage multiple open issues simultaneously.
• Eagerness to learn, follow established processes, and adhere to IT documentation standards.
• Attention to detail and commitment to accurate recordkeeping in ticketing and asset management systems.
• Ability to lift and move IT equipment up to 50 lbs and work in various physical environments as needed.
• Familiarity with AI tools and platforms (e.g., Claude.ai or similar) is a plus, particularly for supporting end users who are adopting AI-assisted workflows.

Technologies

• Windows 10/11
• Microsoft 365
• Outlook
• Teams
• Word
• Excel
• Active Directory
• SharePoint
• TCP/IP
• DNS
• DHCP
• VPN
• Wi-Fi
• Claude.ai