We are seeking a customer-focused IT Support Specialist for a critical 4-month contract opportunity providing coverage for an established IT team. This role supports employees in both office and manufacturing environments, delivering hands-on technical assistance and remote support to users across the United States. The ideal candidate has at least 2 years of experience in end-user support, troubleshooting hardware and software issues, and providing excellent customer service. This is a hands-on role for someone who enjoys working directly with employees, resolving technical issues, and keeping day-to-day operations running smoothly.
Key Responsibilities
- Provide Level 1 and basic Level 2 technical support to remote and onsite employees.
- Troubleshoot and resolve issues involving PCs, laptops, printers, Microsoft 365, software applications, and peripheral devices.
- Deploy, configure, image, and replace computers and other end-user devices.
- Provide deskside support in both office and manufacturing environments, including support for devices connected to manufacturing equipment.
- Respond to approximately 10–20 support tickets per day, depending on volume.
- Document incidents, resolutions, and troubleshooting steps in the ticketing system.
- Prioritize incoming requests and escalate complex issues to the appropriate IT team member.
- Deliver professional, responsive customer service to employees with varying levels of technical expertise.
- Assist with device installations, software setup, hardware replacements, and general end-user technology needs.
Work Environment
- Location: Onsite in Ripon, Wisconsin
- Duration: 4-month contract
- Support Mix: Approximately 80% remote support and 20% deskside support
- Environment: Approximately 1,200 employees supported nationally, including roughly 800 in Ripon
- Daily Volume: Typically 10–20 support tickets, depending on business needs
This is an excellent opportunity for a hands-on IT support professional who enjoys variety, working directly with end users, and making an immediate impact by keeping employees productive and technology running smoothly.
Required Qualifications
- 2+ years of experience in IT help desk, desktop support, or end-user technical support.
- Experience using a ticketing system such as Zendesk, including searching for solutions and documenting incidents. Familiarity with AI-assisted search tools is a plus.
- Working knowledge of Microsoft 365 and common end-user applications.
- Hands-on experience troubleshooting desktops, laptops, printers, and peripheral devices.
- Experience with PC imaging, hardware replacements, device deployments, and workstation setup.
- Strong customer service and communication skills, including the ability to work effectively with frustrated users.
- Ability to work onsite in Ripon and spend a significant portion of the day supporting users throughout the facility, including manufacturing areas.
- Strong organizational skills and the ability to manage competing priorities.
Preferred Qualifications
- Associate degree in Information Technology, Computer Science, or a related field.
- Experience supporting users in a manufacturing environment.
- Familiarity with AI-enabled features within ticketing systems or knowledge bases.