IT Help Desk

Help Desk Support Specialist job at Lutheran Social Services of WI & UP MI. West Allis, WI. Lutheran Social Services of WI and Upper MI is currently seeking an IT Customer Support Specialist to join our Help Desk team! This is a great opportunity to obtain hands‑on IT experience. Compensation for the role is targeted at $20–$22/hr. IT Customer Support Specialists provide tier 1 and tier 2 help desk support to internal customers throughout Wisconsin and Upper MI. The role will work with a team of 4 IT Customer Support Specialists as well as the Systems Analyst and System Administrator. The position is located in our corporate office in West Allis with hours primarily Monday through Friday, 8 AM - 5 PM, no weekends or on‑call. This position requires colleagues to be onsite at the West Allis office for onboarding and training with the possibility to work from home on occasion once training is complete. Under the direction of the Support Supervisor, the IT Customer Support Specialist is responsible for maintaining, analyzing, and troubleshooting computer systems, hardware, and computer peripherals for multiple locations in Wisconsin and Upper Michigan including networked and standalone equipment. The IT Customer Support Specialist is responsible for answering calls, emails, and returning voice mails resultant from customer contacts for support. This individual is responsible for assisting with any application, hardware, peripheral or other situations that require IT Customer Support Specialist input. The IT Customer Support Specialist collaborates closely with Sr. Customer Support Specialists and the Support Supervisor when issues arise to ensure they are resolved quickly and communications are being delivered to management and impacted users in a timely manner. Essential Duties and Responsibilities Receive and resolve IT trouble tickets logged through call tracking system Provide IT support to all LSS offices throughout Wisconsin and Upper Michigan Perform primary functions of answering phones, e‑mails, and tracking issues Resolve front line support issues and elevate as needed Remotely install, upgrade, and maintain IT software for end users Follow instructions and IT policies to perform functions Work independently when required Monitor outstanding tickets and resolve or update as required Ability to travel on occasion Other duties as assigned Perks Public Service Loan Forgiveness (PSLF) By being employed with LSS, which is a non‑profit agency, you can be eligible for loan forgiveness under the Public Service Loan Forgiveness program. Loans are eligible to be forgiven after 10 years of on‑time and consistent payments through the income‑based re‑payment plan. LSS Clinical Managers (View email address on click.appcast.io) and Human Capital employees can assist you in applying for this benefit. Medical/Dental/Vision Insurance Flex Spending for Dependent & Health Care Mileage reimbursement Paid Time Off 10 Paid Holidays Ability to Contribute to 403B LSS makes annual raises a priority for employees Employee Assistance Program Service Awards and Recognition Education and Experience This position requires a High School diploma; Associates Degree in Information Technology preferred. A minimum of 1 year of IT support experience; or a related combination of education and / or experience. Prefer strong experience providing end‑user IT support and customer service. Requires excellent problem‑solving and analysis skills. Strong organizational and planning skills. Detail‑oriented mindset is a must. Excellent customer service skills a must. Requires various skills and abilities to include leadership skills, negotiation skills, problem solving skills, and the ability to interpret cause and effect. Ability to perform responsibilities within scheduled time frames and with a high degree of accuracy. Demonstrate strong analytical skills. Demonstrate resourcefulness in developing solutions. Ability to prioritize and handle multiple tasks concurrently. Excellent customer service skills Excellent verbal and written communication skills Knowledge of support and troubleshooting techniques for the following: Enterprise and standalone Windows 7 PCs Peripherals (printer, scanner, etc.) Small networks including DSL configurations, Broadband, and secure Wi‑Fi Microsoft productivity software (Office 2010) Basic Active Directory experience Understanding of Exchange distribution groups and resources Strong problem‑solving skills Strong Organizational Skills Ability to explain IT concepts to non‑IT professionals, notably with end‑user training and coaching Ability to handle several issues at the same time Certificates, Licenses, Registrations Must have a valid driver’s license and have reliable transportation to perform the essential duties of the role; a motor vehicle check (MVR) with a satisfactory driving record per the LSS Driver Safety Procedure is required, and ability to meet LSS auto insurance requirements. Travel Ability to travel on day trips as required. Some overnight travel may be required. Lutheran Social Services of Wisconsin & Upper Michigan is an Equal Opportunity Employer (EOE). Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Education High School Diploma / GED or better Preferred Bachelor Degree or better in Computer Information Systems Licenses & Certifications Driver's License #J-18808-Ljbffr