Desktop Support Specialist

Job Description:

Desktop Support Specialist – Wisconsin Office

Job Summary

The Desktop Support Specialist role provides hands-on, second-level technical support for end users in the Merz North America offices located in Franksville, Wisconsin and Sturtevant, Wisconsin. This role is a critical part of the onsite IT presence, ensuring reliable technology services and a positive end-user experience for the Merz North America Wisconsin offices.

Job Functions and Responsibilities

• Provide onsite Level 2 support for desktops, laptops, peripherals, telephony, mobile devices, and collaboration technologies, including advanced troubleshooting and issue resolution.

• Perform installation, imaging, configuration, and deployment of end-user hardware and software, including Windows and Apple-based devices.

• Act as the onsite escalation point for unresolved L1 incidents, ensuring timely resolution and clear communication.

• Support new hire onboarding and employee offboarding activities, including device provisioning, account setup coordination, training, asset recovery, and secure data handling.

• Deliver white-glove, executive-level IT support for local leadership and visiting executives, including rapid response and proactive issue prevention.

• Manage assigned incidents, service requests, and tasks within the ITSM platform, meeting or exceeding defined SLAs and customer satisfaction targets.

• Participate in Priority 1 (major) incident response, assisting with issue triage, onsite coordination, root cause analysis, and post-incident follow-up.

• Provide onsite support for conference rooms, training rooms, and AV systems, including Microsoft Teams Rooms and other collaboration technologies.

• Coordinate with global and regional IT teams (L1, L3, infrastructure, security, and vendors) to resolve cross-functional issues.

• Maintain accurate documentation of incidents, solutions, asset inventory, and standard operating procedures.

• Ensure compliance with company Information Security policies, device standards, and data protection requirements.

• Support local IT projects, office moves, technology refreshes, and site initiatives as required.

• Participate in on-call or after-hours support rotations as needed to support business continuity.

• Perform additional duties assigned by IT Service Delivery leadership.

Job Requirements and Qualifications

• 2–4 years of progressively responsible experience in desktop support, onsite IT support, or service desk environments.

• Demonstrated experience providing onsite Level 2 support and acting as an escalation point for complex technical issues.

• Experience supporting executive or VIP users in a professional services or corporate environment preferred.

• Strong working knowledge of:

o Windows 10 and Windows 11

o Microsoft 365 applications and services

o Active Directory and user/device management

o Mobile device platforms (iOS and iPadOS)

o Collaboration and AV solutions (Microsoft Teams, Teams Rooms, Webex, or similar)

• Hands-on experience with ITSM ticketing systems and incident/problem/change processes.

• Excellent customer service mindset with strong verbal and written communication skills.

• Ability to prioritize work, manage multiple issues simultaneously, and balance urgency with sound judgment.

• Strong attention to detail and commitment to documentation and process adherence.

• Ability to work independently onsite while collaborating effectively with remote teams.

• High school diploma or equivalent required.

• Bachelor's degree in information technology, Computer Science, or a related field preferred.

Work Environment

• Onsite role based in the Sturtevant, Wisconsin office; travel to the Franksville, Wisconsin office as required.

• Frequent interaction with end users, local leadership, and visiting executives.

• Occasional lifting and movement of IT equipment (laptops, monitors, peripherals).

• May require occasional after-hours or weekend support during critical incidents or planned activities.

Work Location: Des Moines, IA