Technical Support Analyst

Job Title: Associate Support Engineer I (Technical Support Analyst)

Location: Milwaukee, WI OR Franklin, WI - Hybrid (3 days onsite per week - Monday, Tuesday and Wednesday)

Duration: 4 months

Perks: Competitive Rates, Benefits, free daily lunch when onsite

We are seeking an Associate Support Engineer to support our Field Experience team. This role is ideal for someone who loves problem‑solving, learning new technologies, and providing outstanding customer service. You’ll work directly with both field users and home office teams to troubleshoot issues, guide users through technical questions, and help them get the most out of the tools and platforms they rely on.

In this position, you’ll serve as the voice of the user, helping drive a reliable and efficient technology experience while partnering closely with internal teams to continually improve processes.

• Resolve technical issues involving PCs, mobile devices, hardware, software configurations, operating systems, and LAN environments.
• Provide multi‑channel technical support in a fast‑paced environment, including handling simultaneous chat interactions and shifting priorities as needed.
• Perform initial consultations to analyze issues, apply functional/technical knowledge, use software tools to diagnose problems, and test fixes for first‑call resolution when possible.
• Take on increasingly complex assignments to grow toward becoming a cross‑functional technical subject matter expert.
• Identify opportunities for process or service improvements with a mindset of continuous learning.
• Collaborate with team members to support innovation and the implementation of new ideas.
• Build strong relationships with both internal and external teams.
• Participate in temporary project or support assignments as needed.
• Leverage knowledge management resources and established communication channels to resolve issues while educating users and creating a positive customer experience.

• Associate or Bachelor’s degree in Computer Science, MIS, or a related field OR significant hands‑on, related work experience.
• Minimum 2 years of technical Help Desk or customer support experience
  .
• Advanced knowledge of computer and mobile device hardware/software troubleshooting, including experience with support tools.
• Strong customer service skills with the ability to communicate clearly and professionally with users at all levels.
• Ability to adapt to a rapidly changing technology environment.
• Strong verbal and written communication skills with the ability to quickly build rapport.
• Solid analytical and problem‑solving abilities.
• High attention to detail, especially in documenting tickets clearly and accurately.
• Self‑motivated with initiative and a willingness to provide feedback to improve processes.
• Strong customer service background (customer service representatives encouraged to apply).