Level 1 IT Help Desk​/Triage Technicians

Help Desk Support Technician (Tier
1) Position Overview

We are seeking a motivated IT Support Technician to join a fast-paced support environment providing Tier 1 technical assistance to end users. This role is ideal for someone with a strong customer service mindset who enjoys troubleshooting technical issues and helping users resolve hardware, software, and account-related problems.

The successful candidate will be responsible for responding to support requests, documenting incidents, resolving common technical issues, and escalating more complex problems to the appropriate support teams.

• Provide first-level technical support to end users via phone, email, and ticketing systems.
• Troubleshoot and resolve common issues related:
• Password resets and account access
• Microsoft 365 applications
• Windows operating systems
• Printers, peripherals, and desktop hardware
• Software installations and configuration
• Create, update, and manage support tickets within the organization's ITSM/ticketing platform.
• Maintain accurate and detailed documentation of all troubleshooting steps and resolutions.
• Escalate issues outside Tier 1 support scope with complete documentation and troubleshooting notes.
• Prioritize and manage multiple support requests while meeting established service expectations.
• Work collaboratively with internal IT teams to ensure timely issue resolution.
• Follow established support procedures, policies, and escalation paths.
• Deliver exceptional customer service and maintain a professional demeanor when assisting users.

• 6 months to 2+ years of experience in a Help Desk, Service Desk, Desktop Support, or Technical Support role.
• Experience supporting Windows operating systems and Microsoft 365 applications.
• Familiarity with Active Directory, including password resets and basic user account administration.
• Experience using a ticketing or IT Service Management (ITSM) platform.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to work effectively with users of varying technical skill levels.
• Ability to prioritize workload and adapt in a fast-paced environment.

• Experience supporting remote and onsite users.
• Familiarity with Service Now or similar ticket management systems.
• Basic knowledge of networking concepts and endpoint support.
• Experience working within service-level agreements (SLAs).

• Timely acknowledgment and resolution of support requests.
• Accurate and thorough ticket documentation.
• Consistent attendance and reliability.
• Effective escalation of issues when appropriate.
• High levels of customer satisfaction and professionalism.

• Fully onsite position, Monday through Friday.
• Standard business hours (8:00 AM - 5:00 PM).
• Collaborative team environment with opportunities to develop technical and professional skills.

This is a Contract position based out of Menasha, WI.

The pay range for this position is $20.00 - $26.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Menasha,WI.

This position is anticipated to close on Sep 14, 2026.

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