We are looking for a Help Desk/Desktop Support Analyst to provide hands-on and remote technical support for employees in Wauwatosa, Wisconsin. This is a Contract position for a detail-oriented individual who can resolve Tier 2 issues across hardware, software, and workplace technology while delivering a strong customer service experience. The ideal candidate will help keep end-user systems operating effectively, contribute to IT initiatives, and support reliable day-to-day service delivery across the organization.
Responsibilities:
- Provide Tier 2 support for end users by diagnosing and resolving moderately complex issues involving desktops, laptops, operating systems, applications, and related IT equipment.
- Respond to service requests through established ticketing processes, prioritize incidents appropriately, and coordinate with other technical teams to drive timely resolution.
- Prepare, configure, and deploy user devices and support system setup activities to maintain consistent performance and minimize service interruptions.
- Monitor the health and functionality of end-user technology and take corrective action to restore stable operations when problems arise.
- Develop and update support guides, knowledge articles, and troubleshooting documentation to improve service continuity and assist future issue resolution.
- Participate in IT projects by organizing assigned support tasks, collaborating with stakeholders, and helping ensure successful implementation outcomes.
- Assist with technology purchasing activities when needed, including supporting requests for hardware, software, or related IT resources.
- Work across internal and external support partners to ensure smooth delivery of IT services in a large-scale business environment.
- 3+ years of experience in technical customer support, including remote assistance and deskside support in an IT environment.
- Associate degree or equivalent practical experience; candidates with a high school diploma and relevant business-facing IT experience will also be considered.
- Strong troubleshooting skills across Microsoft Windows environments, including Windows 10, common desktop software, and end-user hardware.
- Experience using service management or ticketing platforms such as ServiceNow, Remedy, or similar tools to manage incidents and requests.
- Working knowledge of Active Directory and standard account or access-related support processes.
- Clear written and verbal communication skills with the ability to provide effective customer-focused support.
- Basic end user support for Co-Pilot
- Ability to manage workload independently, follow documented procedures, and create accurate knowledge base content.
- Willingness to travel up to 20% as needed for support activities.