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# Desktop Support Specialist

- **Company:** AA & D, LLC
- **Location:** Sturtevant, WI, United States
- **Experience:** Experienced
- **Salary:** $52,000.0 - $58,240.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Audio Video Distribution, Cyber Security, Data Security, Cisco WebEx, Office365, Peripherals, Information Technology
- **Published:** October 29, 2026
- **Apply:** https://www.thejobnetwork.com/job/52fe0918-ac47-4dae-b172-28a36a26dff4/desktop-support-specialist

## About the Role

* 2-4 years of progressively responsible experience in desktop support, onsite IT support, or service desk environments.
 * Demonstrated experience providing onsite Level 2 support and acting as an escalation point for complex technical issues.
 * Experience supporting executive or VIP users in a professional services or corporate environment preferred.
 * Strong working knowledge of:
o Windows 10 and Windows 11
o Microsoft 365 applications and services
o Active Directory and user/device management
o Mobile device platforms (iOS and iPadOS)
o Collaboration and AV solutions (Microsoft Teams, Teams Rooms, Webex, or similar)

 * Hands-on experience with ITSM ticketing systems and incident/problem/change processes.
 * Excellent customer service mindset with strong verbal and written communication skills.
 * Ability to prioritize work, manage multiple issues simultaneously, and balance urgency with sound judgment.
 * Strong attention to detail and commitment to documentation and process adherence.
 * Ability to work independently onsite while collaborating effectively with remote teams.
 * High school diploma or equivalent required.
 * Bachelor's degree in information technology, Computer Science, or a related field preferred.

## Description

The Desktop Support Specialist role provides hands-on, second-level technical support for end users in the North America offices located in Franksville, Wisconsin and Sturtevant, Wisconsin. This role is a critical part of the onsite IT presence, ensuring reliable technology services and a positive end-user experience for the Merz North America Wisconsin offices.
Job Functions and Responsibilities

 * Provide onsite Level 2 support for desktops, laptops, peripherals, telephony, mobile devices, and collaboration technologies, including advanced troubleshooting and issue resolution.
 * Perform installation, imaging, configuration, and deployment of end-user hardware and software, including Windows and Apple-based devices.
 * Act as the onsite escalation point for unresolved L1 incidents, ensuring timely resolution and clear communication.
 * Support new hire onboarding and employee offboarding activities, including device provisioning, account setup coordination, training, asset recovery, and secure data handling.
 * Deliver white-glove, executive-level IT support for local leadership and visiting executives, including rapid response and proactive issue prevention.
 * Manage assigned incidents, service requests, and tasks within the ITSM platform, meeting or exceeding defined SLAs and customer satisfaction targets.
 * Participate in Priority 1 (major) incident response, assisting with issue triage, onsite coordination, root cause analysis, and post-incident follow-up.
 * Provide onsite support for conference rooms, training rooms, and AV systems, including Microsoft Teams Rooms and other collaboration technologies.
 * Coordinate with global and regional IT teams (L1, L3, infrastructure, security, and vendors) to resolve cross-functional issues.
 * Maintain accurate documentation of incidents, solutions, asset inventory, and standard operating procedures.
 * Ensure compliance with company Information Security policies, device standards, and data protection requirements.
 * Support local IT projects, office moves, technology refreshes, and site initiatives as required.
 * Participate in on-call or after-hours support rotations as needed to support business continuity.
 * Perform additional duties assigned by IT Service Delivery leadership., * Onsite role based in the Sturtevant, Wisconsin office; travel to the Franksville, Wisconsin office as required.
 * Frequent interaction with end users, local leadership, and visiting executives.
 * Occasional lifting and movement of IT equipment (laptops, monitors, peripherals).
 * May require occasional after-hours or weekend support during critical incidents or planned activities.

Kindly share resume with answers
Q1: Have you administered Active Directory for user account creation, password resets, or group membership changes?
Q2: Have you supported Microsoft Teams, Teams Rooms, Webex, or conference room AV systems? Describe your experience troubleshooting conference room technology.
Q3: How soon you are ready to start.