Technical Support Analyst

VRC•Milwaukee, WI

2d•Hybrid

About The Position

VRC is seeking a Technical Support Analyst under the direction of the IT Director, to develop, configure, maintain, support, and optimize end-user systems, while maintaining security governance on all devices in accordance with regulatory policies. This includes Windows 11, Azure, Entra, and desktop applications. The Technical Support Analyst is also responsible for frontline helpdesk support and rotating on-call responsibilities. This position is based in Milwaukee; periodic travel to the office may be required on an as-needed basis.

Requirements

3-5 years of experience in a technical support or information systems position required
Strong experience with Microsoft systems
Experience with Microsoft Intune and Entra
Experience in Microsoft hybrid environments
Experience with Office 365 Administration
Experience with Cloud Services and Infrastructure using Azure
Highly skilled at customer support, incident identification and problem solving
Skilled at analyzing and interpreting technical documents, procedures, and regulations
Excellent verbal, people skills, and the ability to work well in a team environment
Excellent written communication skills and detail-oriented and accurate
Strong working as a part of a team and independently, prioritize workload and perform duties under deadlines
Demonstrated solution-oriented mindset, forward-thinking and creative problem solving with high ethical standards and a positive professional image
Current authorization to work in the United States without the need for visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, O-1, I-485J portability, etc.)

Nice To Haves

Associate or bachelor’s degree in information systems, application support, databases or other applicable fields preferred

Responsibilities

Work with the IT Team to meet department goals, priorities, and initiatives
Represent the IT Team with customers, peers, co-workers, and partners
Advise coworkers, consultants, and customers on operations and security
Administer daily infrastructure/desktop support, including change management requests, monitoring, and service requests
Perform maintenance on workstations
Troubleshoot customer support with desktop, and applications errors
Monitor Help Desk queue, complete tickets and requests thoroughly and on a timely basis, and escalate issues as needed
Monitor and maintain service performance, including installation, upgrade, administration, troubleshooting, and planning enhancements for end user systems
Document configuration and all changes, standard operation procedures, licensing, and contracts to achieve compliance with IT policies and procedures
Follow Computer Life Cycle Management Policy
Deploy new user hardware/software packages
Demonstrate learning agility by enhancing technical knowledge through continued education and research
Use multiple media platforms to include video conferencing, telecommunications, email and multiple application and enterprise software systems by way of a laptop or computer
Work in conference rooms, meeting rooms and other meeting room facilities utilized to conduct meetings and gatherings of staff
This position will have an on-call responsibility that it will share with the IT Team

Benefits

Competitive bonus program
Medical/Dental/Vision insurance
Life Insurance
Disability
Health Savings Account
Dependent Care Reimbursement
Commuter Benefits
401k match program
Voluntary insurance options
Generous time off/flexible work arrangements
Reimbursement for admission fees and study material for professional designations