IT Service Desk Coordinator

Kwik Trip is seeking an IT Service Desk Coordinator to provide fast, reliable, and customer-focused technical support to our end users at our La Crosse Support Campus. In this role, you will serve as a primary point of contact for technology issues, helping diagnose and resolve hardware, software, and system-related concerns. You will also support continuous improvement of service desk processes and documentation.

What You'll Do

• Respond to IT support requests in person, by phone, chat, and through ServiceNow
• Diagnose and resolve hardware, software, and operating system issues
• Accurately document incidents and requests in ServiceNow with clear, timely updates
• Review and analyze support requests to identify trends and recommend long-term solutions
• Determine when requests require escalation to incidents or problems and coordinate with appropriate support teams
• Maintain, create, and update technical documentation and knowledge articles
• Provide basic end-user training and guidance as needed
• Install, configure, and support computer peripherals and related equipment
• Deliver consistent, high-quality customer service in a fast-paced environment

• Associate degree in an Information Technology-related field or equivalent work experience
• 1 to 3 years of experience in an IT service desk or technical support role
• Working knowledge of Windows desktop and server operating systems and macOS
• Understanding of Active Directory, IT service management, and ticketing systems
• Experience supporting Microsoft Office and Microsoft 365 applications
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent verbal and written communication skills
• Ability to multitask, stay organized, and work independently with minimal supervision
• Valid driver's license

Even Better If You Have

• ITIL certification
• Hardware or software certifications such as CompTIA A+, Network+, Server+, MCSE, or ServiceNow
• Experience with ServiceNow, SCCM, Cisco Jabber, Office 365 Administration, or OneDrive
• Exposure to AS400, EMM tools such as Workspace ONE, Cisco IronPort, or Hyland OnBase

Physical Requirements

• Ability to lift up to 40 pounds
• Ability to stoop, kneel, and crouch as needed to move and set up equipment

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off, Pay Range: $20.96 to $30.41 Shift: Daytime

Actual pay will be based on various factors, such as a candidate's qualifications, skills, competencies, proficiency for the role, and internal equity. In addition to base pay, Kwik Trip gives 40% of pre-tax profits back to our coworkers with bonuses ranging from 8-12% of each coworker's gross annual wage depending on company profitability and offers a comprehensive benefits package, including health insurance, 401k, paid time off, and more. * This position is not eligible for sponsorship

Kwik Trip, Inc. is a family-owned, Midwest company, in operation since 1965. We are dedicated to serving our guests and coworkers while treating everyone like family. Along with our award-winning culture, we are proud to be an Equal Opportunity Employer. Learn more about Kwik Trip and our culture.