Information Technology Help Desk Coordinator

Location: La Crosse Support Campus (Fully Onsite)

Job Type: Full-time

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.

• Respond to IT support requests in person, by phone, chat, and through Service Now
• Diagnose and resolve hardware, software, and operating system issues
• Accurately document incidents and requests in Service Now 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

• ITIL certification
• Hardware or software certifications such as CompTIA A+, Network+, Server+, MCSE, or Service Now
• Experience with Service Now, SCCM, Cisco Jabber, Office 365 Administration, or One Drive
• Exposure to AS400, EMM tools such as Workspace ONE, Cisco Iron Port, or Hyland On Base

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

Monday through Friday, daytime hours, with rotating on-call responsibilities. This role is fully onsite at the La Crosse Support Campus.