Help Desk Support Specialist

Location: Merton

IT Customer Support Specialist (Help Desk)   Lutheran Social Services of Wisconsin & Upper Michigan (LSS)  – West Allis, WI
Lutheran Social Services of WI & Upper MI is seeking an  IT Customer Support Specialist  to join our Help Desk team. This is a great opportunity to gain hands-on IT experience while supporting a mission-driven organization.
Position Summary  The IT Customer Support Specialist provides  Tier 1 and Tier 2 help desk support  to internal customers across Wisconsin and Upper Michigan. This role is essential to  “helping the helpers” —ensuring staff have the technology they need to focus on serving clients.
This position is based in our  West Allis corporate office .
100% onsite for the first 6 months (training and onboarding)
After training, eligible for  hybrid work (up to 2 days/week remote)

Schedule:

Monday–Friday, 8:00 AM–5:00 PM (no weekends or on-call)

Key Responsibilities   Triage and resolve IT support tickets through the call tracking system
Respond to internal customers via phone, email, and voicemail
Troubleshoot and resolve front-line IT issues, escalating as needed
Support common issues including:  Microsoft Office and productivity tools
Password resets and account access
VPN and connectivity issues
Printer and peripheral troubleshooting
Software, hardware, and access issues

Install, upgrade, and maintain software remotely
Monitor and update open tickets to ensure timely resolution
Collaborate with senior IT staff and leadership on issue resolution
Provide user-friendly explanations and basic training to non-technical staff
Travel occasionally to support office locations
Qualifications

Required:

Associate's degree in Information Technology or related field (or equivalent experience)
1+ year of IT support or help desk experience
Strong troubleshooting, problem-solving, and analytical skills
Excellent customer service and communication skills
Strong organizational skills and attention to detail
Valid driver's license and reliable transportation
Preferred:
Experience supporting Windows environments and peripherals
Basic networking knowledge (Wi-Fi, VPN, connectivity)

Experience with Active Directory and Exchange
Ability to manage multiple issues simultaneously
Benefits & Perks    Public Service Loan Forgiveness (PSLF) eligibility
Medical, Dental, and Vision Insurance
Flexible Spending Accounts (Health & Dependent Care)
Paid Time Off +  10 Paid Holidays
Mileage reimbursement
403(b) retirement plan
Employee Assistance Program
Annual raises and recognition programs
Additional Requirements   Must reside in Wisconsin or Upper Michigan for payroll purposes
Must be authorized to work in the U.S. (no visa sponsorship available)
Ability to travel, including occasional overnight travel
About LSS  Lutheran Social Services of Wisconsin & Upper Michigan is a nonprofit dedicated to strengthening individuals, families, and communities. In this role, you'll directly support staff so they can focus on delivering critical services to those we serve.
Equal Opportunity Employer (EOE)