IT Systems Help Desk Technician

First Supply LLC•West Salem, WI

1d•Onsite

About The Position

First Supply, a fifth-generation family-owned company, has served the Upper Midwest for over 125 years. Guided by our Employee Value Proposition, Where Tradition Meets Innovation, we foster a workplace where people learn, grow, and contribute to a company that values its heritage while embracing progress. Our teams take pride in supporting customers and communities, creating meaningful work and rewarding careers every day. The IT Systems Help Desk Technician provides frontline support for First Supply’s business applications and internal systems, serving as the primary point of contact for end‑user issues. This role focuses on troubleshooting, supporting, and improving system functionality to ensure employees can effectively use the tools required for daily operations. This position will work on-site in our new Distribution Center in West Salem, WI. #SupplyYourFuture

Requirements

Working knowledge of First Supply’s enterprise systems.
Strong understanding of Microsoft Windows, Office Suite, and cloud-based applications (e.g., Microsoft 365).
Basic knowledge of networking concepts and system integrations.
Demonstrated ability to diagnose and resolve system/application issues.
Strong understanding of security best practices and system compliance requirements.
Excellent communication, customer service, organizational, and interpersonal skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.

Nice To Haves

Associate degree in Computer Science, Information Technology, or a related field preferred.

Responsibilities

Provide first-level technical support to end-users via phone, email, remote tools, or in person.
Serve as the primary point of contact for issues related to system access, permissions, and application functionality.
Troubleshoot and resolve problems related to enterprise systems, software applications, authentication, and configuration.
Manage IT tickets by responding to requests, documenting actions, and escalate complex or unresolved technical issues to Tier 2 support following established escalation procedures.
Monitor system performance indicators and assist with identifying recurring issues or opportunities for improvement.
Monitor system performance indicators and assist with identifying recurring issues or opportunities for improvement.
Support system updates, patching, and routine maintenance activities in collaboration with the IT team.
Assist with user account administration, including provisioning, deprovisioning, and role-based access controls.
Support implementation, enhancement, and documentation of system workflows and processes.
Diagnose and troubleshoot software and network issues as needed.
Walk users through problem-solving steps and provide clear, user-friendly guidance.
Document technical issues, system solutions, and new processes for future reference.
Stay current on advancements in system tools, enterprise software, and emerging technologies.
Collaborate with IT team members to improve system reliability and elevate the user support experience.
Occasional travel up to 10% of the time.
Other duties/responsibilities as assigned.