We are seeking a motivated, self-starting Help Desk/1st Line Support to join our team with the potential to grow into Tier 2 and Tier 3 Help Desk positions. This position will be responsible for triaging incoming support tickets, addressing low-level IT issues (including security-related requests and password resets), and managing ticket escalation to overnight staff.
As a Help Desk/1st Line Support, you'll play a key role in ensuring that IT support requests are handled promptly and efficiently, enabling our team to maintain smooth operations across multiple offices in Wisconsin (Green Bay, Madison, Milwaukee). This is a fast-paced role that requires someone who is proactive, quick to learn, and eager to take control of tasks with minimal supervision.
Key Responsibilities:
- Ticket Management: Receive, prioritize, and triage incoming support tickets from end-users.
- Low-Level IT Support: Resolve common issues, such as password resets, basic security concerns, and routine IT troubleshooting.
- Escalation: Escalate tickets to appropriate Tier 2 or Tier 3 support teams when necessary, ensuring timely resolution.
- Overnight Coordination: Communicate and hand off unresolved tickets to overnight support staff, ensuring seamless transition and follow-up.
- Customer Service: Provide clear and efficient communication to end-users regarding the status of their tickets, troubleshooting steps, and resolutions.
- Documentation: Maintain detailed notes on ticket progress, actions taken, and resolutions in the ticketing system.
- Team Collaboration: Work closely with IT teams to learn best practices, share knowledge, and ensure all service-level agreements (SLAs) are met.
Qualifications:
- Education: A college degree is not required; however, completion of an IT-related program at a trade or technical school is preferred.
- Experience: Previous help desk, IT support, or dispatcher experience is highly desirable. Familiarity with triaging tickets and common IT troubleshooting practices is a plus
- Skills & Attributes:
- Strong problem-solving skills and a willingness to learn.
- Excellent communication skills with the ability to explain technical issues to non-technical users.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Self-starter attitude, with the ability to take initiative and complete tasks independently.
- Comfortable asking questions and seeking guidance when needed.
- Strong organizational skills with attention to detail.
