Desktop Support Specialist

Position Overview

A growing IT team is seeking a skilled and customer-focused Desktop Support Technician to provide high-quality technical support and collaborate across multiple departments. This role is ideal for someone who enjoys hands-on troubleshooting, values teamwork, and is comfortable working in a dynamic environment.

Primary Responsibilities

• Tier 2 Support: Handle escalated technical issues from the Tier 1 Helpdesk team, ensuring timely and effective resolution.
• User Lifecycle Management: Support onboarding and offboarding processes, including account setup and deactivation using Active Directory.
• White Glove Support: Deliver in-person, high-touch support for staff and executives, addressing hardware and software issues with professionalism.
• Remote Ticket Resolution: Resolve support tickets remotely when applicable, maintaining service quality and responsiveness.
• Hardware Maintenance: Troubleshoot and maintain desktops, laptops, printers, and other peripherals.
• Cross-Team Collaboration: Work closely with the Network Operations Center (NOC) and User Administration Team to ensure seamless IT operations.
• Travel Requirements: Occasional travel to the Madison office (1–2 times per month). Mileage is reimbursed, but drive time is not compensated.

Required Skills & Qualifications

• Experience with Azure Virtual Desktop (AVD)
• Familiarity with telephony systems
• Basic to intermediate PowerShell scripting for automation
• Proficiency in imaging systems and deployment tools
• Strong understanding of hardware diagnostics and repair
• Printer setup and troubleshooting experience
• Excellent communication and interpersonal skills
• Ability to work independently and manage multiple priorities

Work Environment

• Onsite Presence: Full-time onsite presence required (5 days/week) in West Bend, WI.
• Travel: Occasional travel to Madison office; mileage reimbursed.
• Team Culture: Collaborative, supportive, and focused on continuous improvement and service excellence.