IT Support Technician Help Desk

Overview

We are seeking a highly organized and customer-focused Level 1 IT Support Technician to serve as the face of IT for our growing team. As the first point of contact for technical support you will take ownership of our daily helpdesk queue hardware deployment and employee onboarding orientations/setup. By resolving day-to-day technical challenges you will ensure our employees have the tools they need to succeed while working closely with the IT Manager to build out documentation and scale our IT operations.
 

Key Responsibilities

• Frontline Helpdesk Support: Field and resolve up to 95% of daily IT requests via Google Chat Atera ticketing email and in-person walk-ups at the Milwaukee office. Respond to Atera device alerts and escalate complex issues to the IT Manager when necessary.

• Hardware Provisioning & Setup: Prepare and deploy new Windows (ThinkPad) and Apple (MacBook/iPad) devices. Ensure workstations docking stations monitors and peripherals are fully stocked configured and ready for new hires before their start dates.

• Asset Management & Recovery: Maintain a meticulous real-time inventory of all physical IT assets. Take ownership of the asset recovery process ensuring all company equipment is promptly returned when an employee leaves the company.

• Onboarding Orientations: Lead the IT portion of new hire orientations walking new employees through basic hardware usage ticketing procedures and general technology best practices. (Note: System account provisioning/deprovisioning will be handled by the IT Manager).

• Process Documentation: Collaborate with the IT Manager to continuously write update and organize internal IT documentation standard operating procedures (SOPs) and user-facing guides.

Qualifications :

• Experience: 13 years of experience in an IT Helpdesk Desktop Support or highly technical customer service role.  Hands-on experience with both Windows and Macs is preferred.

• Technical Skills: Strong familiarity with troubleshooting Windows and macOS hardware and operating systems. Experience with ticketing systems (Atera preferred) and endpoint management tools (e.g. Jamf Action1) is a major plus.

• Continuous Improvement Mindset: Pro-active problem solver who actively looks for ways to optimize our systems sharpen their own technical skills and elevate the overall user experience.

• Customer-First Mindset: Excellent interpersonal skills with the ability to communicate technical concepts clearly and patiently to non-technical users.

• Organizational Prowess: Highly detail-oriented especially regarding inventory tracking and following precise setup checklists.

• Adaptability: Ability to handle a high volume of walk-ups and messages with a calm methodical approach.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time