Help Desk Support Specialist

IT Customer Support Specialist (Help Desk)

Lutheran Social Services of Wisconsin & Upper Michigan (LSS) – West Allis, WI

Lutheran Social Services of WI & Upper MI is seeking an IT Customer Support Specialist to join our Help Desk team. This is a great opportunity to gain hands-on IT experience while supporting a mission-driven organization.

Position Summary

The IT Customer Support Specialist provides Tier 1 and Tier 2 help desk support to internal customers across Wisconsin and Upper Michigan. This role is essential to “helping the helpers”—ensuring staff have the technology they need to focus on serving clients.

This position is based in our West Allis corporate office .

• 100% onsite for the first 6 months (training and onboarding)
• After training, eligible for hybrid work (up to 2 days/week remote)
• Schedule: Monday–Friday, 8:00 AM–5:00 PM (no weekends or on-call)

Key Responsibilities

• Triage and resolve IT support tickets through the call tracking system
• Respond to internal customers via phone, email, and voicemail
• Troubleshoot and resolve front-line IT issues, escalating as needed
• Support common issues including:
  • Microsoft Office and productivity tools
  • Password resets and account access
  • VPN and connectivity issues
  • Printer and peripheral troubleshooting
  • Software, hardware, and access issues
• Install, upgrade, and maintain software remotely
• Monitor and update open tickets to ensure timely resolution
• Collaborate with senior IT staff and leadership on issue resolution
• Provide user-friendly explanations and basic training to non-technical staff
• Travel occasionally to support office locations

Qualifications

Required:

• Associate's degree in Information Technology or related field (or equivalent experience)
• 1+ year of IT support or help desk experience
• Strong troubleshooting, problem-solving, and analytical skills
• Excellent customer service and communication skills
• Strong organizational skills and attention to detail
• Valid driver's license and reliable transportation

Preferred:

• Experience supporting Windows environments and peripherals
• Basic networking knowledge (Wi-Fi, VPN, connectivity)
• Experience with Active Directory and Exchange
• Ability to manage multiple issues simultaneously

Benefits & Perks

• Public Service Loan Forgiveness (PSLF) eligibility
• Medical, Dental, and Vision Insurance
• Flexible Spending Accounts (Health & Dependent Care)
• Paid Time Off + 10 Paid Holidays
• Mileage reimbursement
• 403(b) retirement plan
• Employee Assistance Program
• Annual raises and recognition programs

Additional Requirements

• Must reside in Wisconsin or Upper Michigan for payroll purposes
• Must be authorized to work in the U.S. (no visa sponsorship available)
• Ability to travel, including occasional overnight travel

About LSS

Lutheran Social Services of Wisconsin & Upper Michigan is a nonprofit dedicated to strengthening individuals, families, and communities. In this role, you'll directly support staff so they can focus on delivering critical services to those we serve.

Equal Opportunity Employer (EOE)