IT Service Desk Analyst II - Milwaukee

Summary – basic function of the role

The IT Service Desk Analyst II will serve as the first point of contact for all IT support requests and will be responsible for providing day-to-day technical support to end users across the organization. This role will diagnose and resolve technical issues, perform root cause analysis, escalate complex issues, and ensure timely resolution of all requests. The IT Service Desk Analyst II will document all incidents and service requests in the ticketing system, maintain accurate inventory records, and ensure that all equipment is up to date and working properly.

The analyst will utilize standard deployment tools for software installation and system management, and may assist with hardware imaging, patching, and remote access solutions. The analyst will also be responsible for creating and managing user accounts, assisting with GPO configurations, maintaining accurate IT asset inventories, and ensuring all end‑user systems are properly configured and compliant.

This position must develop and maintain good working relationships, resolve problems, demonstrate a strong technical aptitude, and positively influence others in order to successfully produce customer satisfaction.

Milwaukee, WI (HQ)

Monday – Friday; 9:00 – 6:00 pm or 07:00 AM – 4:00 pm; flexible and be available to work on weekends to provide global support when it’s required*

$26-$36/HR (Based on Skills and Experience)

• Install, relocate and/or upgrade PC/software, peripherals, and other devices to satisfy business and/or end‑user requirements
• Respond to all incidents and service requests (Level 1 and Level
  2) in a timely and professional manner
• Support hardware lifecycle activities including asset tagging, warranty repair coordination, device refresh, equipment return, secure disposal, and inventory accuracy
• Create, modify, and manage user accounts and group memberships in Active Directory and Entra, including password resets, account unlocks, and access provisioning & termination
• Assist with GPO configurations and troubleshooting as directed by senior team members
• Deploy and install software applications to end‑user devices using approved deployment tools and processes
• Create and maintain knowledge base articles, troubleshooting guides, SOPs, and end‑user documentation to improve first‑contact resolution and service consistency
• Assist with device imaging, re‑imaging, Autopilot provisioning, Intune enrollment, application deployment, and endpoint compliance remediation
• Support, configure, and troubleshoot Microsoft Teams Rooms devices, conference room AV equipment, cameras, microphones, speakers, docking stations, displays, and related meeting room and desk technology
• Document all incidents and service requests in the ticketing system
• Be the primary contact for local IT related issues and work with Level 3 and Level 4 system administrators to elevate problems that cannot be solved at Level 2
• Minimize equipment failures through proper design/setup of standardized desktop systems and processes
• Work with the Wintel Team Lead to determine strategic direction for the desktop environment, including the evaluation and testing of new technologies
• Assist in the development and implementation of IT policies, SOPs, and procedures
• Maintain & manager computer cabinets, storage rooms, and PC inventory
• Perform basic network troubleshooting for end‑user connectivity issues, including wired/wireless network access, VPN connectivity, DNS/DHCP‑related issues, and escalation to Network/Infrastructure teams when required
• Ensure effective communication between teams and the rest of the IT organization, including status reports on projects and/or systems issues
• Communicate and coordinate with outside vendors relating to desktop and peripheral support (Eg., Other vendors, etc.)
• Manage Microsoft Intune (Endpoint Management solution) related/requested tasks
• Lead company wide e‑mail phishing campaign and address/resolve related incidents
• Provide white‑glove support to VIP users and executives, ensuring minimal disruption and timely resolution of issues
• Assist with onboarding and offboarding processes,…