> Markdown version of [/jobs/ext/3119381-tier-i-it-help-desk](https://www.wearedevelopers.com/jobs/ext/3119381-tier-i-it-help-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier I IT Help Desk - **Company:** Fox World Travel - **Location:** Oshkosh, WI, United States - **Experience:** Starter - **Salary:** $58,240.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Computing Platforms, Application Testing, Cyber Security, Desktop Computing, Virtual Desktops, Azure Active Directory, Information Technology, Mobile Computing, Database Backup, User Administration - **Published:** September 28, 2026 - **Apply:** https://www.juju.com/job/16_355772ae ## About the Role To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job., * Associate degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education, training, and 1-3 years of relevant IT support experience preferred. * Working knowledge of current end-user computing technologies, applications, and support practices. * Working knowledge of Microsoft Windows-based computers and mobile computing devices. * Familiarity with Microsoft Entra ID (Azure AD), Microsoft 365, virtual desktop/computing environments, and related end-user administration and support functions. * Working knowledge of Microsoft Windows 10 and Windows 11 operating systems. * Familiarity with macOS is preferred but not required. * Ability to effectively support associates working in office, remote, and hybrid environments. * Effective verbal and written communication skills, including the ability to explain technical concepts to technical and non-technical audiences. * Demonstrated troubleshooting, analytical, and problem-solving skills and commitment to professional customer service. * Ability to work independently, demonstrate initiative, manage assigned priorities, and meet established service expectations. * Ability and willingness to learn new technologies, applications, and support processes. * Ability to gather relevant information, analyze technical issues, determine appropriate troubleshooting steps, and recognize when escalation is required. * Effective listening skills and ability to clarify user needs, confirm understanding, and communicate solutions effectively. * Ability to work flexible hours when required and participate in an assigned on-call and after-hours support rotation. * Ability to perform the physical requirements of the position, with or without reasonable accommodation, including moving and handling technology equipment weighing up to 50 pounds. * Valid driver's license and ability to drive and travel as required to meet business and technology support needs., * Customer-focused and service-oriented skills. * Communication proficiency - verbal and written; appropriate use of grammar. * Organizational and planning skills. * Information gathering and monitoring skills. * Problem analysis and problems solving skills. * Sound judgment and decision-making ability. * Attention to detail and accuracy. * Flexibility; ability to work efficiently and effectively with frequent interruptions. ## Description Provide high quality front-line computer technical support to internal Fox World Travel IT users, both on premises and remote. Assisting associates with resolution of issues and maintaining documentation of all support calls and issues. This position is a first line system-level, "help desk" position. This position installs, configures, maintains, troubleshoots, and supports end-user computing devices, approved software, peripherals, telecommunications equipment, and related technology resources, training users of these systems. The role is responsible for timely incident and service-request resolution, accurate documentation, professional customer service, and appropriate escalation of issues requiring specialized expertise, elevated permissions, infrastructure changes, or support outside the position's assigned level., 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. A day in the life of an IT Support Specialist at Fox may include: * Assisting with deployment, imaging, staging, installation, configuration, monitoring, maintenance, upgrading, and end-user support of company technology, including PCs, laptops, operating systems, approved software, peripherals, telecommunications equipment, and other technology resources. * Providing basic troubleshooting of server, network, telecommunications, and infrastructure-related issues and escalating issues outside the position's assigned level of responsibility. * Maintaining user productivity and a positive computing experience through timely identification, troubleshooting, resolution, documentation, and escalation of technology issues. * Transporting, preparing, shipping, receiving, and installing technology equipment as needed to support associates and company locations. * Identifying, troubleshooting, resolving, documenting, and, when appropriate, escalating user and system issues through the IT service/help desk management system. * Using approved remote monitoring, management, and support tools to diagnose and resolve end-user technology requests and incidents. * Responding to support requests received through tickets, calls, emails, and other approved channels; maintaining accurate work notes; prioritizing assigned work based on service levels, business impact, and urgency; collaborating with IT team members and vendors; and providing timely status and resolution information. * Escalating incidents and requests requiring elevated permissions, specialized expertise, infrastructure changes, or support beyond the position's assigned level. * Assisting with application testing, routine application maintenance, approved configuration changes, and routine data or database updates in accordance with established procedures. * Assisting with hardware, software, licensing, and technology asset inventory and lifecycle tracking. * Providing timely and professional technical assistance to associates at all levels, communicating technical concepts appropriately to technical and non-technical audiences. * Participating in an established on-call and after-hours support rotation as assigned. * Communicating planned maintenance activities and known service interruptions to affected users in accordance with established procedures. * Providing professional, courteous, accurate, and timely customer service. * Maintaining confidentiality and security of information processed, stored, or accessed and following established information security policies and procedures. * Maintaining relevant professional and technical knowledge through training, documentation, publications, networking, and ongoing learning. * Maintaining a favorable and collaborative working relationship with co-workers in all departments to foster an environment of trust and mutual respect. Driving standards and best practices whenever possible and effectively fostering a culture of engagement. * Enhancing the organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. * Being innovative and recommending new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed. * Other duties, projects and alternate assignments as determined by business need., Each benefit is subject to eligibility requirements as specified in plan documents, and Fox World Travel reserves the right to modify the benefits it offers. Physical Demands The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Note: The phrases "occasionally," "regularly," and "frequently" correspond to the following definitions: "Occasionally" means up to 1/3 of working time, "regularly" means between 1/3 and 2/3 of working time, and "frequently" means 2/3 and more working time. While performing the duties and responsibilities of this position, the associate is regularly required to stand, walk, sit, climb, reach above shoulders, bend, maneuver within various office/desk settings, and move from place to place. The incumbent is frequently required to talk and listen and use hands to finger manipulate or handle. Specific vision requirements for this position include close vision and the ability to adjust focus. Work Environment The work environment characteristics described here are representative of those an incumbent encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For On-site and Hybrid Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. The incumbent works in an office environment where the noise level is low to moderate. This role routinely uses standard office equipment including but not limited to computers, a headset, a mouse, a keyboard, photocopiers, and filing cabinets. For Work-At-Home Associates: Regular attendance is necessary to successfully perform this job; extended hours may be necessary from time to time. 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