Desktop Support Analyst

Job Description

Job Description

We are seeking a customer-focused IT Support Specialist for a critical 4-month contract opportunity providing coverage for an established IT team. This role supports employees in both office and manufacturing environments, delivering hands-on technical assistance and remote support to users across the United States.

The ideal candidate has at least 2 years of experience in end-user support, troubleshooting hardware and software issues, and providing excellent customer service. This is a hands-on role for someone who enjoys working directly with employees, resolving technical issues, and keeping day-to-day operations running smoothly.

Key Responsibilities

• Provide Level 1 and basic Level 2 technical support to remote and onsite employees.
• Troubleshoot and resolve issues involving PCs, laptops, printers, Microsoft 365, software applications, and peripheral devices.
• Deploy, configure, image, and replace computers and other end-user devices.
• Provide deskside support in both office and manufacturing environments, including support for devices connected to manufacturing equipment.
• Respond to approximately 10–20 support tickets per day, depending on volume.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Prioritize incoming requests and escalate complex issues to the appropriate IT team member.
• Deliver professional, responsive customer service to employees with varying levels of technical expertise.
• Assist with device installations, software setup, hardware replacements, and general end-user technology needs.

Work Environment

• Location: Onsite in Ripon, Wisconsin
• Duration: 4-month contract
• Support Mix: Approximately 80% remote support and 20% deskside support
• Environment: Approximately 1,200 employees supported nationally, including roughly 800 in Ripon
• Daily Volume: Typically 10–20 support tickets, depending on business needs

This is an excellent opportunity for a hands-on IT support professional who enjoys variety, working directly with end users, and making an immediate impact by keeping employees productive and technology running smoothly.

Required Qualifications

• 2+ years of experience in IT help desk, desktop support, or end-user technical support.
• Experience using a ticketing system such as Zendesk, including searching for solutions and documenting incidents. Familiarity with AI-assisted search tools is a plus.
• Working knowledge of Microsoft 365 and common end-user applications.
• Hands-on experience troubleshooting desktops, laptops, printers, and peripheral devices.
• Experience with PC imaging, hardware replacements, device deployments, and workstation setup.
• Strong customer service and communication skills, including the ability to work effectively with frustrated users.
• Ability to work onsite in Ripon and spend a significant portion of the day supporting users throughout the facility, including manufacturing areas.
• Strong organizational skills and the ability to manage competing priorities.

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, or a related field.
• Experience supporting users in a manufacturing environment.
• Familiarity with AI-enabled features within ticketing systems or knowledge bases.