Help Desk Support Specialist

Lutheran Social Services of Wisconsin and Upper Michigan•West Allis, WI

4d•$20 - $22•Hybrid

About The Position

Lutheran Social Services of WI and Upper MI is currently seeking an IT Customer Support Specialist to join our Help Desk team! This is a great opportunity to obtain hands-on IT experience. Compensation for the role is targeted at $20-$22/hr. IT Customer Support Specialists provide tier 1 and tier 2 help desk support to internal customers throughout Wisconsin and Upper MI. The role will work with a team of 4 IT Customer Support Specialists as well as the Systems Analyst and System Administrator. The position is located in our corporate office in West Allis with hours primarily Monday through Friday, 8 AM - 5 PM, no weekends or on-call. This position requires colleagues to be onsite at the West Allis office for onboarding and training with the possibility to work from home on occasion once training is complete. Under the direction of the Support Supervisor, the IT Customer Support Specialist is responsible for maintaining, analyzing, and troubleshooting computer systems, hardware, and computer peripherals for multiple locations in Wisconsin and Upper Michigan including networked and standalone equipment. The IT Customer Support Specialist is responsible for answering calls, emails, and returning voice mails resultant from customer contacts for support. This individual is responsible for assisting with any application, hardware, peripheral or other situations that require IT Customer Support Specialist input. The IT Customer Support Specialist collaborates closely with Sr. Customer Support Specialists and the Support Supervisor when issues arise to ensure they are resolved quickly and communications are being delivered to management and impacted users in a timely manner.

Requirements

This position requires a High School diploma; Associates Degree in Information Technology preferred.
A minimum of 1 year of IT support experience; or a related combination of education and / or experience.
Requires excellent problem solving and analysis skills.
Strong organizational and planning skills.
Detail oriented mindset is a must.
Excellent customer service skills a must.
Requires various skills and abilities to include leadership skills, negotiation skills, problem solving skills, and the ability to interpret cause and effect.
Ability to perform responsibilities within scheduled time frames and with a high degree of accuracy.
Demonstrate strong analytical skills.
Demonstrate resourcefulness in developing solutions.
Ability to prioritize and handle multiple tasks concurrently.
Excellent customer service skills
Excellent verbal and written communication skills
Knowledge of support and troubleshooting techniques for the following: Enterprise and standalone Windows 7 PCs Peripherals (printer, scanner, etc.) Small networks including DSL configurations, Broadband, and secure WiFi Microsoft productivity software (Office 2010) Basic Active Directory experience Understanding of Exchange distribution groups and resources
Strong problem solving skills
Strong Organizational Skills
Ability to explain IT concepts to non-IT professionals, notably with end user training and coaching
Ability to handle several issues at the same time
Must have a valid driver’s license and have reliable transportation to perform the essential duties of the role; a motor vehicle check (MVR) with a satisfactory driving record per the LSS Driver Safety Procedure is required, and ability to meet LSS auto insurance requirements.
Ability to travel on day trips as required.
Some overnight travel may be required.