Help Desk Analyst
CLIENT ASSOCIATION: Executive Director Inc., EDI
REPORTS TO: Director of Technology Services
DIRECT REPORTS: None
EXEMPT/NON-EXEMPT EMPLOYEE STATUS: Exempt (Minimum of 37.5 hours/week)
GENERAL SUMMARY
IT Generalist providing helpdesk support for end users and other specific technology areas.
GENERAL POSITION RESPONSIBILITIES (Minimum 37.5 hours/week)
- Provide first level helpdesk support for EDI staff, particularly for Microsoft Windows, Outlook, and Office 365, remote access, and computer hardware
- Implement, maintain, and troubleshoot technology hardware (laptops, desktop PCs, phones, printers, and other devices)
- Answer calls, triage, troubleshoot, and assign incoming helpdesk tickets
- Provide computer and phone training to new staff
- Write documentation for EDI staff and the Technology Services department
- Handle in-office laptop and conference room reservations, including setup, takedown, and inventory of equipment in a timely manner
- Provide off-hours emergency support and maintenance, as part of a rotating support schedule and when deemed necessary for additional projects or back-up coverage
- Administer Windows and voicemail password resets
- Troubleshoot network connectivity (cabling and Wi-Fi)
- Assist in the planning, testing, and implementation of technology projects and initiatives
- Perform other duties as assigned
EDUCATION/EXPERIENCE REQUIREMENTS
2 years proven work experience or degree in IT support field. Experience with Windows desktop and server environments. Relevant certifications a plus. Must have the ability to communicate clearly and follow up with both technical and non-technical staff. Must have excellent problem-solving skills and a positive helpful demeanor. Must be well organized and self-driven.
AMOUNT OF TRAVEL REQUIRED:
Minimal. This is primarily a hands-on job working in an office environment.
PHYSICAL REQUIREMENTS:
Occasional lifting of 20 to 30 lbs, stooping, kneeling, crouching, and/or crawling.
*This position is located in downtown Milwaukee, WI and a minimum of two days onsite in the office (including Wednesday as an all-staff-in-office day) are a requirement of the role.
*Please apply to the role that best aligns to your experience and qualifications. We’ll discuss your interests and possible opportunities during an initial phone interview. (No need to apply to multiple opportunities.)