Support Specialist

Are you a problem-solver who thrives in fast-paced environments and enjoys tackling everything from everyday support requests to complex technical challenges? We're looking for a Tier 2 Service Desk Analyst who is passionate about technology, customer service, and continuous improvement. In this role, you'll be more than just technical support—you'll be a trusted resource for users, a mentor to junior team members, and a key contributor to critical IT initiatives. What You'll Do Serve as a primary point of contact for IT incidents, requests, and technical escalations. Manage, prioritize, and route tickets through the ITSM platform while meeting SLA expectations. Provide hands‑on troubleshooting and issue resolution across a wide range of technologies. Deliver exceptional support to end users through phone, email, chat, and ticketing channels. Solve Complex Technical Challenges Windows enterprise environments Microsoft 365 (Exchange, Teams, SharePoint, MFA) Active Directory and identity management VPN connectivity, DNS, networking, and remote access solutions End‑user devices, desktop environments, and business applications Endpoint security tools, backup systems, and server infrastructure Act as a Tier 2 Subject Matter Expert Serve as an escalation resource for Tier 1 technicians. Lead investigations into recurring or high‑impact technical issues. Perform root cause analysis and implement long‑term solutions. Support server troubleshooting, patch validation, and migration activities. Develop scripts and automation solutions to improve operational efficiency. Contribute to High‑Impact IT Projects Assist with software deployments, upgrades, and enterprise technology rollouts. Participate in client onboarding and technical environment assessments. Support system migrations and infrastructure modernization efforts. Collaborate with project teams to ensure successful implementations. Improve Processes & Knowledge Sharing Maintain thorough ticket documentation and resolution notes. Create and update knowledge‑base articles, SOPs, and technical documentation. Identify recurring trends and recommend proactive improvements. What Makes You Successful Strong troubleshooting skills and a passion for technology. Experience supporting Microsoft environments and enterprise infrastructure. Ability to manage competing priorities while maintaining attention to detail. Excellent communication skills with a customer‑first mindset. Proven ability to take ownership of issues and see them through resolution. Collaborative team player who enjoys helping others grow and succeed. Why You'll Love This Opportunity Work on diverse technologies and challenging technical issues. Gain exposure to infrastructure, cloud technologies, and enterprise environments. Play a key role in both day‑to‑day operations and strategic IT projects. Join a collaborative team that values innovation, growth, and continuous learning. Make a measurable impact on the client experience and overall IT performance. Job Type & Location This is a contract position based out of Grafton, WI. The role is hybrid. Pay and Benefits Pay range: $25.00 – $30.00 per hour. Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for you and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Application Deadline This position is anticipated to close on July 10, 2026. The company is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. #J-18808-Ljbffr