Technical Helpdesk

We are seeking a highly motivated and detail-oriented Technical Helpdesk Specialist to join our dynamic IT support team. In this role, you will serve as the first point of contact for end-users experiencing technical issues, providing prompt and effective solutions to ensure minimal disruption to business operations. The ideal candidate will possess strong technical expertise across a broad range of hardware, software, and network systems, coupled with excellent communication skills. This position offers an opportunity to contribute significantly to maintaining the organization's IT infrastructure, supporting user productivity, and enhancing overall service quality. Key Responsibilities:

• Respond promptly to help desk requests via ServiceNow, Jira, or other ticketing systems, ensuring timely resolution.
• Provide technical support for software troubleshooting across various operating systems including Windows, macOS, and Linux.
• Assist users with computer management tasks such as hardware setup, configuration, and maintenance.
• Support network administration activities including LAN, TCP/IP, DNS, DHCP, VPN connectivity, and firewall configurations.
• Manage and troubleshoot computer hardware components and peripherals, including mobile devices.
• Support Active Directory and GPO (Group Policy Object) management for user account and security settings.
• Utilize SCCM (System Center Configuration Manager) for software deployment and system updates.
• Maintain documentation of issues and resolutions while analyzing recurring problems for process improvements.
• Collaborate with IT teams on infrastructure projects involving Windows Server environments and network devices such as Meraki or BMC Remedy.
• Ensure security protocols are followed by configuring firewalls and VPNs to protect organizational data.

Do you have experience in macOS?, * Proven experience in IT support or help desk roles with a focus on technical troubleshooting.

• Strong knowledge of computer hardware components and operating systems including Windows (Windows 10/11), macOS, and Linux distributions.
• Proficiency in software troubleshooting for applications such as Microsoft Office Suite.
• Familiarity with computer networking concepts including LAN/WAN, TCP/IP protocols, DNS management, and network security measures like firewalls and VPNs.
• Experience with IT management tools such as SCCM, Active Directory, GPOs, ServiceNow, Jira, BMC Remedy.
• Understanding of IT infrastructure components including servers (Windows Server), network devices (Meraki), and mobile device management.
• Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
• Strong analysis skills to diagnose complex problems efficiently while maintaining a customer-focused approach.
• Ability to prioritize tasks effectively in a fast-paced environment while maintaining attention to detail. This position is integral to ensuring the seamless operation of our organization's technology environment. If you possess a passion for technology support coupled with a commitment to exceptional customer service, we encourage you to apply today.

3.63.6 out of 5 stars 1 Northwestern Mutual Way, Franklin, WI 53132 Hybrid work $19 - $20 an hour - Contract