Service Desk Specialist

Freistadt • Germantown, WI

5d

About The Position

As an IT Service Desk Specialist at J.W. Speaker, you will help keep employees connected, productive, and supported. You will provide IT support across offices and manufacturing operations, manage service desk tickets, resolve technical issues, and escalate more complex problems as needed. Working primarily in a Microsoft-based environment, you will support hardware, software, user accounts, and enterprise applications while identifying opportunities to improve processes and the user experience. The role involves assisting colleagues both in office settings and on the manufacturing floor.

Requirements

• Associate's degree or certificate in an IT-related field.
• At least one year of hands-on IT support experience.
• Comfort with Microsoft operating systems and Microsoft 365 applications.
• Knowledge of Active Directory, user account administration, and general networking concepts.
• Ability to prioritize requests, troubleshoot independently, recognize when to escalate issues, and follow through to resolution.
• Effective communication with colleagues of varied technical backgrounds.
• Customer-focused, organized, resourceful, curious, and adaptable approach to problem-solving.

Nice To Haves

• Experience with Jira Service Management.
• Experience with Microsoft Intune.
• Experience with SharePoint.
• Experience with device imaging.

Responsibilities

• Troubleshoot and resolve end-user hardware, software, and enterprise application issues.
• Monitor network health, investigate technical issues, and help identify solutions to maintain reliable performance.
• Identify opportunities to improve IT support processes and departmental performance.
• Respond to, prioritize, and manage service desk tickets in a timely and cost-effective manner, escalating issues appropriately.
• Provision and maintain user accounts across Active Directory, Microsoft 365, ERP, and other business systems, including access changes and password resets.
• Configure, image, install, and upgrade laptops, desktops, software, and other IT equipment.
• Track, maintain, and order hardware, software, and IT supplies.
• Support and maintain phone systems, networked printers, and other end-user technology across the organization.
• Maintain network security in accordance with J.W. Speaker's Security Policy.
• Identify recurring technical issues and opportunities to improve service desk efficiency, response times, and user experience.
• Contribute to departmental KPIs by improving ticket management, issue resolution, and IT support processes.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Short-term and long-term disability insurance
• 401(k) with employer match
• Paid time off, including vacation, sick and personal time
• 11 paid holidays
• Profit-sharing plan
• Tuition reimbursement
• Scholarships
• Development and growth opportunities
• Casual work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree