Service Desk Specialist

J.W. Speaker Corporation•Village of Germantown, WI

About The Position

As an IT Service Desk Specialist at J.W. Speaker, you will help keep employees connected, productive, and supported. You will troubleshoot technology issues and support systems across offices and manufacturing operations, working with a variety of colleagues, devices, and applications. You will be a key point of contact for IT support, managing service desk tickets, resolving technical issues, and escalating complex problems when needed. The role primarily supports a Microsoft-based environment and covers hardware, software, user accounts, and enterprise applications. You will also help identify opportunities to improve IT processes and the user experience. The ideal candidate is a resourceful, customer-focused problem-solver who enjoys helping others and can work through unfamiliar technology. They are approachable, organized, communicate effectively with people of varying technical backgrounds, prioritize and troubleshoot requests independently, escalate when appropriate, and follow issues through to resolution. The role involves assisting users both in offices 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 communicate effectively with colleagues of all technical backgrounds.
Ability to prioritize requests, troubleshoot independently, recognize when to escalate, and follow through to resolution.
Customer-focused, resourceful, organized, 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 accurately.
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 the overall user experience.
Contribute to departmental KPIs by improving ticket management, issue resolution, and IT support processes.