IT Support Desk Engineer

Risetech Partners is seeking an IT Support Desk Engineer in Milwaukee, WI (hybrid) to deliver timely technical assistance to end users and support other departments with project work. The role combines ticket-based support, remote and onsite troubleshooting, and ongoing maintenance of centralized tools and security processes.

Responsibilities

• Receive and triage support tickets through call or email
• Conduct remote troubleshooting for hardware and software issues
• Provide onsite troubleshooting for hardware and software issues as needed
• Document problem resolution and the full workflow in the RTP ticketing platform
• Create technical documentation for client processes, systems, and software
• Complete assigned daily, weekly, and monthly proactive tasks
• Remediate issues identified through RTP tools, including AV, backups, remote access tools, and monitoring of servers and desktops
• Manage and organize RTP tools to maintain accurate licensing compliance
• Coordinate with vendors of RTP tools to resolve issues immediately
• Perform assigned projects approved by RTP
• Recommend improvements to the support process

Requirements

• Communicate the RTP value proposition and suite of offerings effectively
• Arrive on time or early for office work, client meetings, and training sessions
• Maintain professional demeanor and refrain from unacceptable language and dialogue
• Follow client standard operating procedures
• Demonstrate strong listening skills and strong documentation practices
• Communicate technical information to non-technical audiences
• Work effectively in a team environment
• Manage time effectively and perform tasks with minimal supervision
• Use Autotask Professional Services Automation Tool (ticketing systems) efficiently

Technologies

• Microsoft Windows 10 and Microsoft Windows 11 desktop environments
• Microsoft Office 2016 and Microsoft Office 2016+
• Microsoft Server 2016 and Microsoft Server 2016+
• Microsoft Active Directory
• DNS, DHCP, File & Print Sharing
• VPN, firewall, and routing rules
• Apple OSX desktop
• Autotask Professional Services Automation Tool (ticketing systems)

Experience

• Microsoft Windows 10 and 11 desktop experience
• Microsoft Office 2016+ experience
• Microsoft Server 2016+ experience
• Microsoft Active Directory & supporting services, including DNS, DHCP, and File & Print Sharing
• Network technologies knowledge, including VPN, DNS, DHCP, firewall, and routing rules
• Server operation troubleshooting and light configuration experience is required
• Apple OSX desktop experience is highly desirable
• Applicants will be asked to describe in detail past and present experience with the listed items

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Minimum Qualifications

• Technical degree or equivalent experience
• A+ Certification
• Microsoft Certified Professional
• Completion of additional training to advance career as requested

Compensation and Location

Location: Milwaukee, WI (hybrid)

Salary: USD 36,000 to 55,000 per year