IT Assistant

Winter Services•Milwaukee, WI

2d•Onsite

About The Position

The IT Assistant will provide front-line IT support for end users, maintain IT assets, and assist with onboarding, systems administration, and operational IT processes while escalating complex issues to the IT Coordinator. This position functions as a Tier 1 Help Desk and IT Operations support role.

Requirements

Associate’s degree in information technology or related field (or equivalent experience)
1-3 years in IT Operations and Support
Knowledge of Network Management and IT system protocols
Proficiency in Microsoft 365 Suite
Working knowledge of Microsoft Active Directory and Entra ID
Knowledge and hands-on experience with: Laptop and desktop hardware
Knowledge and hands-on experience with: Mobile devices and tablets
Knowledge and hands-on experience with: Windows desktop operating systems (Windows 10 and 11)
Knowledge and hands-on experience with: End user applications and software
Knowledge and hands-on experience with: Network peripherals
Knowledge and hands-on experience with: Printers
Discretion and trustworthiness due to frequent contact with confidential material
Strong attention to detail and organization skills
Experience with documentation software and proven data recordkeeping accuracy
Ability to consistently provide responsive, professional, and highly personable technical support

Responsibilities

Serve as the primary point of contact for incoming IT support requests via phone and email
Troubleshoot and resolve basic hardware, software, network, and mobile device issues with a focus on clear, non-technical communication
Assist users with common mobile device needs such as email setup, authentication apps, connectivity issues, and basic troubleshooting
Guide users through solutions in a patient, approachable manner, ensuring understanding and confidence
Escalate more complex issues to the IT Coordinator as appropriate
Maintain accurate, detailed documentation of incidents, resolutions, and user interactions
Deliver consistent, high-quality service that prioritizes responsiveness, professionalism, and user satisfaction
Oversee the intake, inventorying, and tracking of all IT hardware, including laptops, desktops, mobile phones, tablets, and peripherals
Log all assets into the asset management system, including but not limited to: serial numbers, asset tags, phone numbers, carrier details, assigned users, and location data
Maintain real-time accuracy of asset records, ensuring all changes (assignments, transfers, upgrades, repairs, disposals) are properly documented
Perform routine audits and reconciliation of physical inventory against system records, including mobile device inventories and line assignments
Track mobile device lifecycle, including procurement, activation, upgrades, number porting, and decommissioning
Coordinate with mobile carriers and vendors for device orders, replacements, and service-related requests
Prepare, configure, enroll (e.g., MDM), and test devices prior to deployment
Monitor and manage inventory levels for both standard IT equipment and mobile devices
Generate inventory and asset utilization reports as needed
Recommend process improvements to enhance asset tracking accuracy and efficiency
Set up new employee workstations, including hardware, software, mobile devices, and account provisioning
Provision and configure mobile devices, including required applications, security settings, and access controls
Ensure all assigned equipment (including phones) is properly recorded and linked to the employee in the asset system
Provide a welcoming and supportive onboarding experience, including basic IT and mobile device orientation
Decommission equipment and mobile devices for departing employees, ensuring assets are recovered, wiped, and updated in the system
Coordinate mobile line transfers, suspensions, or cancellations as part of offboarding
Revoke system and mobile access in a timely and secure manner
Partner with HR and hiring managers to ensure smooth and well-coordinated transitions