Helpdesk & Project Support Technician

Softthink Solutions Inc•Kenosha, WI

7d•Onsite

About The Position

Provides first-line support for hardware, software, and network issues and assists with IT project coordination. This role involves providing on-site helpdesk support during business hours and remote support after hours, supporting mission-critical and standard systems, and handling workstation setup, imaging, patching, antivirus, and break/fix. The technician will also assist with server and network troubleshooting, backup and recovery requests, reporting and issue escalation for system interfaces, and annual inventory and lifecycle management. Additionally, the role includes administering the helpdesk ticketing system, generating monthly reports, supporting cybersecurity training coordination, and managing MFA. The position requires responding to Priority 3-5 incidents within required timeframes.

Requirements

IT support/helpdesk experience
Strong customer service
Ability to work in 24/7 public safety environment
1–3 years of IT support or helpdesk experience.
Strong troubleshooting and customer service skills.
Experience with ticketing systems and reporting.
Ability to support 24/7 operational environments when needed.

Nice To Haves

Experience in public safety, government, or 24/7 environments.
Familiarity with CJIS Security Policy.

Responsibilities

Provide on-site helpdesk support during business hours and remote support after hours.
Support mission-critical and standard systems.
Support workstation setup, imaging, patching, antivirus, and break/fix.
Assist with server and network troubleshooting.
Support backup and recovery requests.
Assist with reporting and issue escalation for system interfaces.
Support annual inventory and lifecycle management.
Administer helpdesk ticketing system and generate monthly reports.
Support cybersecurity training coordination and MFA management.
Respond to Priority 3–5 incidents within required timeframes.