Help Desk Support Specialist

Lutheran Social Services of WI & Upper MI•West Allis, WI

8h•Hybrid

About The Position

Lutheran Social Services of WI and Upper MI is currently seeking an IT Customer Support Specialist to join their Help Desk team. This role offers a great opportunity to obtain hands-on IT experience with compensation targeted at $20-$22/hr. IT Customer Support Specialists provide tier 1 and tier 2 help desk support to internal customers across Wisconsin and Upper MI. The position involves working with a team of 4 IT Customer Support Specialists, a Systems Analyst, and a System Administrator. It is located in the corporate office in West Allis, with primary hours Monday through Friday, 8 AM - 5 PM, and no weekends or on-call duties. Colleagues are required 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, including networked and standalone equipment. This individual handles calls, emails, and voicemails from customers seeking support, assisting with application, hardware, peripheral, or other IT-related issues. The specialist collaborates closely with Sr. Customer Support Specialists and the Support Supervisor to ensure quick issue resolution and timely communication to management and impacted users.

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
Leadership skills
Negotiation skills
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
Valid driver’s license
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