Job Description

Job Title: IT Help Desk Analyst (Entry Level)

Location: Franklin, WI (Hybrid)

Work Schedule: Monday – Friday | 40 hours/week

All shift are available

Pay Rate : $20.00/Hour

Role Summary:

We are seeking tech-savvy, customer-focused professionals to join our dynamic Technical Support team. In this contact center environment, you’ll serve as the first point of contact for technical support across hardware, software, connectivity, and account issues. You’ll handle an average of 25 customer interactions per day via phone and chat.

Responsibilities:

• Troubleshoot Windows 10/11, MS Office 365, mobile and desktop hardware, printers, and internal applications.
• Provide remote support using industry-standard tools.
• Maintain accurate ticket documentation and resolve or escalate as needed.
• Deliver excellent customer service while adhering to performance metrics (attendance, quality, resolution rates).
• Operate in a fast-paced, high-volume helpdesk environment.

Qualifications:

• High School Diploma or GED required; Associate degree or equivalent work experience preferred.
• 50+ WPM typing speed recommended.
• Strong working knowledge of Microsoft Office, Outlook, and remote troubleshooting tools.
• Prior experience in a multi-channel support environment preferred.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving ability.
• Ability to adapt to a changing technical landscape and fast-paced environment.
• Demonstrated professionalism, attention to detail, and initiative.

Interview Process:

• 1-hour MS Teams video interview

Key Information:

• Local candidates only.
• Primary location is the Franklin campus with occasional support at the Downtown campus as needed.
• Interviews will be conducted via Zoom.
• All laptops and standard equipment provided. Personal equipment is the candidate's responsibility.
• Hybrid schedule is available after a 7-week onsite training period.

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