IT Support Engineer

Brenntag•Wauwatosa, WI

4d•Onsite

About The Position

This role focuses on providing technical support and troubleshooting for software and hardware issues within a Windows environment. The IT Support Engineer will be responsible for managing support requests, documenting solutions, and ensuring excellent customer service for end-users. The position involves assisting with network connectivity, performing basic Active Directory tasks, and supporting onboarding/offboarding processes. A key aspect of the role is to act as a reliable point of contact during technical disruptions and contribute to the internal knowledge base.

Requirements

High school diploma or GED required.
1–2 years of experience in a help desk, IT support, or desktop support role.
Proficiency in troubleshooting Windows 10/11 environments.
Hands-on experience with ticketing platforms (ServiceNow, Jira, Zendesk, Freshdesk, or similar).
Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
Basic understanding of networking concepts: DNS, DHCP, TCP/IP, VPN.
Experience with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop).
Strong verbal and written communication skills.
Ability to explain technical concepts clearly to non-technical users.
Excellent time management and ability to prioritize multiple open tickets.
Patient, empathetic, and professional demeanor under pressure.
Self-motivated with a desire to learn and grow within IT.

Nice To Haves

Associate's or bachelor’s degree in IT, Computer Science, or related field preferred.
IT licenses.
macOS experience a plus.
CompTIA A+, CompTIA Network+, or ITIL Foundation certification.
Bilingual (English/French) a plus for the Montreal location.
Experience in a corporate or enterprise IT environment.

Responsibilities

Troubleshoot software problems across the Windows environment, including OS-level issues, application errors, and configurations.
Assist with network connectivity issues (Wi-Fi, VPN, LAN).
Perform basic Active Directory tasks: password resets, account unlocks, user provisioning.
Support onboarding and offboarding processes including equipment setup and decommissioning.
Log, track, and manage all support requests and incidents in the ticketing system (ServiceNow, Jira Service Management, or equivalent).
Accurately document troubleshooting steps, resolutions, and recurring issues.
Escalate unresolved or complex issues to Level 2/Level 3 support with full documentation.
Deliver courteous, clear, and professional support to end users in person, via phone, email, and remote tools.
Set and manage user expectations regarding resolution timelines.
Follow up on open tickets to ensure user satisfaction and timely closure.
Act as a calm, reliable point of contact during technical disruptions.
Contribute to and maintain the internal knowledge base.