Level 1 IT Help Desk

Position Overview

We are seeking a customer-focused Help Desk Technician to provide first-level technical support for end users in a fast-paced environment. This individual will be responsible for troubleshooting hardware, software, and access-related issues, ensuring timely ticket resolution, and delivering an excellent customer experience. The ideal candidate has experience supporting Microsoft technologies, managing tickets within an ITSM platform, and following established support procedures.

• Provide first-level technical support for end users via phone, email, chat, and ticketing systems.

• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 applications, Active Directory, desktop hardware, and peripherals.

• Log, track, update, and manage incidents and service requests within the organization's ITSM/ticketing system.

• Prioritize and triage multiple support requests while maintaining service level expectations.

• Follow documented support processes, knowledge base articles, and standard operating procedures.

• Escalate complex or out-of-scope issues to appropriate support teams with thorough documentation.

• Maintain accurate and detailed ticket notes, troubleshooting steps, and resolution documentation.

• Deliver exceptional customer service through professional verbal and written communication.

• Monitor ticket queues to ensure prompt response and resolution times.

• Maintain dependable attendance and adherence to assigned work schedules.

• Experience supporting Windows operating systems in an enterprise environment.

• Working knowledge of Microsoft 365, Active Directory, desktop hardware, and common peripherals.

• Experience utilizing an ITSM or ticketing platform to manage incidents and service requests.

• Strong troubleshooting, problem-solving, and analytical skills.

• Excellent customer service, written communication, and verbal communication abilities.

• Ability to manage multiple priorities and work effectively in a fast-paced support environment.

• Ability to follow established procedures and recognize when escalation is required.

• Acknowledge new support tickets within 2 hours of submission.

• Escalate out-of-scope issues within 4 hours, ensuring all relevant troubleshooting and documentation are included.

• Maintain ticket documentation quality in accordance with organizational standards.

• Meet established attendance, reliability, and service-level expectations.

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 12, 2026.

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