IT Support Technician

• Employee Type FT Non-Exempt

Location: This would start working in Waukesha but eventually supporting the Neenah/Waupaca and New Holstein areas.

The IT Support Technician is responsible for the day-to-day continuity, security, and support of all computer-based systems, hardware, and software within the various business units. This role is responsible for timely responses to support requests generated by all internal customers and approved external partners/vendors . Additionally, this role will participate in long-term project planning and recommend software and hardware changes when necessary to best augment the current and future goals of the individual business units within Flight For Life and support our community mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• First-line support via phone/portal/email; triage and resolve common issues, document in tickets, and escalates per Service Level Agreements
• Deploy and maintain endpoints/peripherals (imaging, Intune enrollment, updates, basic security tasks)
• Support Microsoft 365 (Outlook/Exchange Online, Teams, One Drive/SharePoint access and basics)
• Manage routine identity tasks (provision/deprovision, groups/licensing, M ulti- F actor A uthentication resets) following verification and least-privilege methodology
• Perform basic site support (connectivity checks, cabling, printers/labelers, VoIP handsets); hand off infrastructure issues as needed
• Create/update knowledge articles and provide quick user coaching to reduce repeat incidents
• Assist with inventory, device lifecycle, RMAs, and planned changes or site upgrades as assigned
• Follow HIPAA and security policies; report suspected incidents based on defined policies
• Provide on-site support across all bases of operation as directed

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This includes a highly regulated, climate-controlled, low-to-moderate noise environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

• Associate’s D egree or an equivalent mix of education and certifications (e.g., CompTIA A+), and demonstrable experience.
• 2+ years of experience with hands-on IT support.
• Experience installing / configuring PCs, basic networking, and common business applications.
• Familiarity with Active Directory and Microsoft 365, related applications, and basic identity tasks (account setup, MFA resets, etc.).
• Valid driver’s license with expected regular travel between bases as scheduled.
• Provides responsive, empathetic customer service; communicates clearly in speech and writing; produces accurate , reusable documentation.
• Troubleshoots methodically, prioritizes effectively, and applies critical thinking to resolve issues; escalates promptly with full context when required .
• Collaborates well under pressure and supports safety-critical operations with a calm, disciplined, safety-first approach.

• Microsoft, Cisco, CompTIA A+, Network+, and/or Security+ certifications a plus.
• Experience supporting healthcare and/or aviation; or other regulated environments.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to manipulate objects, tools, or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds with the assistance of others. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.