IT Service Desk Analyst

Baird•Milwaukee, WI

1d•Hybrid

About The Position

The IT Service Desk Analyst is the first point of contact for Baird associates and other stakeholders, providing first- and second-level IT support and helping ensure technology works seamlessly. The role involves troubleshooting and resolving issues, delivering excellent customer service, maintaining communication with clients, and documenting requests and incidents throughout their lifecycle. It offers hands-on experience with enterprise IT systems, mentorship, and opportunities for career growth in a collaborative environment. The position is based at Baird’s Milwaukee, Wisconsin headquarters and follows a hybrid schedule: three days per week in the office, with the remaining time remote. The analyst also participates in a quarterly 24/7 on-call support rotation and regularly provides IT support on the trading floor.

Requirements

1–3 years of previous experience providing IT support in a similar role.
Excellent written and oral communication skills.
Exemplary customer service skills.
Ability to work well both on a team and independently.
Ability to learn new concepts quickly.
Good troubleshooting and problem-solving skills.
Ability to document processes and procedures.
Good understanding of Microsoft Windows operating systems and the Microsoft Office 365 suite.
Broad understanding of Active Directory and networking technologies and principles.
Intellectual curiosity, organization, and a proactive approach to work.

Nice To Haves

Associate degree preferred.

Responsibilities

Provide first- and second-level IT support to associates and other stakeholders as the first point of contact.
Support associates primarily through phone, chat, and online tools, taking ownership of issues from initial contact through resolution.
Diagnose and troubleshoot problems, escalating when necessary while maintaining communication with the client.
Analyze ticket history and client context to inform problem-solving.
Use data and analytic tools to review ticket, machine, and user experience history when troubleshooting.
Document actions, current state, and resolution steps throughout the lifecycle of every request or incident.
Contribute to the creation and upkeep of knowledge base articles.
Identify and communicate opportunities for continuous improvement within the Service Desk.
Share knowledge and contribute to training and onboarding new teammates.
Participate in the quarterly 24/7 on-call support rotation.
Use in-office days to build relationships and collaborate with colleagues.
Regularly sit on the trading floor to support its IT needs.
Support technology implementation efforts, including office openings, relocations, and other small projects.