Help Desk Specialist

Silgan Containers • Brookfield, WI

8d

About The Position

We are seeking a motivated, customer-centric Help Desk Level I Specialist to join our Business Technology team. As the first point of contact for internal users, this individual will deliver prompt, courteous support, diagnosing and resolving basic technical issues to keep productivity high and systems running smoothly.

Requirements

• High School diploma or GED (or equivalent).
• Minimum of 1 year of help desk or technical customer service experience.
• Solid familiarity with Microsoft Office suite (Word, Excel, Outlook, PowerPoint) and basic troubleshooting on Windows (and/or macOS) systems.
• Ability to clearly communicate technical information to non-technical users, both verbally and in writing.
• Basic networking knowledge (Ethernet, Wi-Fi, VPN) and peripheral setup.
• Customer-service orientation, strong attention to detail, multitasking ability, and organizational skills.

Nice To Haves

• A+ Certification or equivalent technical coursework a plus
• Experience with Active Directory, software licensing, mobile device management, and Adobe a plus

Responsibilities

• Serve as the first point of contact for IT users — responding to inquiries via phone, email, chat, or in person.
• Diagnose and resolve common hardware, software, network, and peripheral issues (desktops, laptops, printers, mobile devices, password resets, software installs).
• Use tools and ticketing systems to guide users step by step toward solution, documenting all interactions.
• Escalate more complex issues to Level II or other IT teams, ensuring smooth, documented hand-offs.
• Assist with onboarding new employees: basic workstation setup, software access, and account provisioning.
• Maintain and contribute to the knowledge base by documenting FAQs, resolved issues, and best practices.
• Assist in asset tracking, inventory logs, and generate usage and issue-trend reports as needed.
• Participate in occasional on-call or after-hours rotation to help maintain continuity of service outside standard hours.

Benefits

• An inclusive and collaborative culture where every team member is valued and recognized.
• Competitive salary and comprehensive benefits, including health, dental, vision, life, disability, and AD&D coverage.
• Supplemental benefits such as pet insurance, telemedicine access, and employee perk programs.
• 401(k) plan with employer match (after eligibility period)
• Paid time off and holiday schedule
• Tuition assistance for professional development and certifications.
• Opportunity to work in a stable, growth-oriented environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED