IT Service Desk Analyst

Baird•Milwaukee, WI

3d•Hybrid

About The Position

The IT Service Desk Analyst is the first point of contact for Baird associates and other stakeholders seeking technology support. The role provides first- and second-level support, troubleshoots and resolves issues, and delivers responsive customer service that helps associates serve clients. Analysts take ownership of issues from initial contact through resolution, communicate with clients throughout the process, review ticket and user context, and document requests and incidents thoroughly. The position also contributes to knowledge base content and uses ticket, machine, and user-experience history to inform troubleshooting. The analyst collaborates with teammates, identifies opportunities for continuous improvement, shares knowledge, and helps train and onboard colleagues. Responsibilities include participating in a quarterly 24/7 on-call support rotation, regularly supporting trading floor IT needs while sitting on the trading floor, and assisting with technology implementation projects such as office openings and relocations. The role 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 position offers hands-on experience with enterprise IT systems, mentorship, and opportunities for career growth in a collaborative environment.

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 independently and as part of a team.
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.
Organized, intellectually curious, and 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 by phone, chat, and online tools, taking ownership of issues from initial contact through resolution.
Diagnose and troubleshoot problems, escalating when necessary and 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.
Support trading floor IT needs by sitting on the trading floor regularly.
Support technology implementation efforts, including office openings, relocations, and other small project work.