Help Desk Support Specialist

Overview

Lutheran Social Services (LSS) is a private, non‑profit human service agency providing services throughout Wisconsin and Upper Michigan. Over the years, LSS has grown to become one of the largest human service agencies in the two state area serving more than 125,000 clients annually. We are looking for passionate, mission‑driven individuals to help provide services including outpatient behavioral health management, adoptions, older adult services, support services for children, youth, families, community corrections programs, and support services for adults with disabilities and/or mental health concerns.

Motivated by the compassion of Christ, we help people improve the quality of their lives.

IT Customer Support Specialist – Help Desk team geted compensation $20–$22/hr located in West Allis corporate office, Monday through Friday, 8 AM–5 PM, no weekends or on‑call. Onboarding and training onsite; possibility to work from home occasionally.

Under the direction of the Support Supervisor, the IT Customer Support Specialist maintains, analyses, and troubleshoots computer systems, hardware and peripherals across Wisconsin and Upper Michigan. The role provides Tier 1 and Tier 2 help desk support to internal customers, handles calls, emails, and voicemails, and collaborates with senior specialists to resolve issues promptly.

• Receive and resolve IT trouble tickets logged through call tracking system
• Provide IT support to all LSS offices throughout Wisconsin and Upper Michigan
• Answer phones, e‑mails, and track issues
• Resolve front‑line support issues and, if needed, raise escalation
• Remotely install, upgrade, and maintain IT software for end users
• Follow instructions and IT policies to perform functions
• Work independently when required
• Monitor outstanding tickets and update as required
• Travel on occasion as needed
• Other duties as assigned

Public Service Loan Forgiveness (PSLF) eligibility as a non‑profit employee: loans may be forgiven after 10 years of consistent payments under the income‑based repayment plan. LSS Clinical Managers and Human Capital employees assist with the benefit application.

• Medical, Dental, Vision Insurance
• Flex Spending for Dependents & Health Care
• Mileage reimbursement
• Paid Time Off
• 10 Paid Holidays
• Contribution to 403(b) plan
• Annual raises prioritized for employees
• Employee Assistance Program
• Service Awards and Recognition

Required:

High School Diploma. Preferred:
Associate’s Degree in Information Technology. Minimum 1 year of IT support experience or related combination of education and experience. Must have strong end‑user IT support and customer service skills, excellent problem‑solving and analytical abilities, strong organizational and planning skills, detail‑oriented mindset, and excellent communication skills.

• Excellent customer service skills
• Excellent verbal and written communication skills
• Knowledge of support and troubleshooting techniques for:
  Windows 7 PCs, peripherals (printer, scanner, etc.), small networks (DSL, broadband, WiFi), Microsoft Office 2010, basic Active Directory, Exchange distribution groups and resources
• Strong problem‑solving skills
• Strong organizational skills
• Ability to explain IT concepts to non‑IT professionals, including end‑user training and coaching
• Ability to handle several issues simultaneously

Valid driver’s license and reliable transportation to perform essential duties. Motor vehicle check (MVR) with satisfactory driving record per LSS Driver Safety Procedure required. Must meet LSS auto insurance requirements.

Ability to travel on day trips as required; some overnight travel may be required.

Lutheran Social Services of Wisconsin & Upper Michigan is an Equal Opportunity Employer (EOE). This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.