Help Desk Support Specialist

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

18h•Hybrid

About The Position

Lutheran Social Services of WI and Upper MI is seeking an IT Customer Support Specialist to join their Help Desk team. This role provides tier 1 and tier 2 help desk support to internal customers across Wisconsin and Upper Michigan. The position is located in the corporate office in West Allis, with primary hours Monday through Friday, 8 AM - 5 PM. Onsite presence is required for onboarding and training, with the possibility of occasional remote work thereafter. Under the direction of the Support Supervisor, the specialist is responsible for maintaining, analyzing, and troubleshooting computer systems, hardware, and computer peripherals for multiple locations, handling calls, emails, and voicemails for support, and assisting with application, hardware, or peripheral issues. The IT Customer Support Specialist collaborates with Sr. Customer Support Specialists and the Support Supervisor to ensure quick issue resolution and timely communication.

Requirements

High School diploma
Minimum of 1 year of IT support experience; or a related combination of education and / or experience
Excellent problem solving and analysis skills
Strong organizational and planning skills
Detail oriented mindset is a must
Excellent customer service skills a must
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 verbal and written communication skills
Knowledge of support and troubleshooting techniques for Enterprise and standalone Windows 7 PCs
Knowledge of support and troubleshooting techniques for Peripherals (printer, scanner, etc.)
Knowledge of support and troubleshooting techniques for Small networks including DSL configurations, Broadband, and secure WiFi
Knowledge of support and troubleshooting techniques for Microsoft productivity software (Office 2010)
Basic Active Directory experience
Understanding of Exchange distribution groups and resources
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
Ability to meet LSS auto insurance requirements
Must reside in Wisconsin or Upper Michigan for payroll purposes
Must be authorized to work in the United States