Senior IT Support Analyst

The Boldt Group offers a comprehensive benefits package, an ESOP, and real career growth through mentorship and hands-on learning. This onsite Senior IT Support Analyst role in Appleton, WI focuses on delivering a strong end-user experience while helping shape more efficient support processes across the organization.

What you will do

• Deliver advanced technical support for Microsoft 365 applications, Windows environments, end-user devices, and enterprise technologies, serving as a trusted resource for employees.
• Own support requests from intake through resolution by managing tickets end-to-end.
• Act as a Level 2/Level 3 escalation resource for complex issues.
• Identify opportunities to improve processes and efficiencies across the support environment.

Core qualifications

• Associate degree in Information Technology, Computer Science, Information Systems, System Administration, or a related field (equivalent combinations of education and experience considered).
• 5+ years of progressive IT support experience in enterprise, help desk, service desk, or MSP environments.
• Advanced troubleshooting experience supporting Windows, Microsoft 365, Active Directory, and end-user computing (hardware and software).
• Experience providing Level 2/Level 3 escalation support and managing support requests through resolution.
• Strong background supporting laptops, desktops, mobile devices, printers, scanners, conferencing technology, and other enterprise hardware.
• Experience with user provisioning, permissions administration, multifactor authentication, mobile device support, and application support.
• Exceptional customer service, communication, documentation, and relationship-building skills across all levels of the organization.
• Proven ability to analyze complex issues, prioritize competing demands, and collaborate with Help Desk, Infrastructure, Security, and business teams.
• Experience working with Managed Service Provider (MSP) relationships, service delivery, and operational support functions.
• A proactive continuous improvement mindset focused on efficiencies, service quality, and overall customer experience.

Technologies you will work with

• Microsoft 365, Windows, Active Directory
• Mobile device support, multifactor authentication
• Enterprise ticketing systems, Microsoft Intune, endpoint management
• Azure Virtual Desktop, PowerShell
• Managed Service Provider (MSP)

Nice to have

• Experience with Microsoft Intune, endpoint management, Azure Virtual Desktop, PowerShell, automation, and enterprise ticketing systems.
• Microsoft, CompTIA, HDI, or similar technical certifications.
• Experience with software licensing management, IT asset management, and hardware lifecycle management.
• Exposure to support metrics, SLAs, ticket trends, and customer satisfaction indicators.
• Experience in Operational Technology (OT) environments and manufacturing, construction, or industrial operations.
• Experience creating knowledge base articles, support documentation, training materials, and knowledge transfer processes.
• Experience coordinating with third-party vendors and driving service improvements across support organizations.
• Knowledge of cybersecurity best practices, device compliance, access management, and incident response processes.
• Experience identifying automation opportunities and implementing process improvements.

Compensation

Target Hiring Range: $60,000.00 - $74,000.00 per year. Compensation is based on qualifications, experience, certifications, geographic market conditions, internal equity, and other job-related factors permitted by law. Employees may be eligible for a discretionary bonus and participation in applicable company benefit programs.