Help Desk Support Specialist

Help Desk Support Specialist

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.

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: This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• 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 escalate as needed
• Remotely install, upgrade, and maintain IT software for end users
• Follows 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)
• 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/OR 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 WiFi
• 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.

• Must reside in Wisconsin or Upper Michigan for payroll purposes.
• Must be authorized to work in the United States. LSS does not currently provide visa sponsorship.

Lutheran Social Services of Wisconsin & Upper Michigan is an Equal Opportunity Employer (EOE).