IT Support Desk Engineer

Risetech Partners is hiring an IT Support Desk Engineer in Milwaukee, WI (hybrid) to deliver timely end-user support and help other departments with project-based work.

Responsibilities

• Accept support tickets via call or email
• Provide remote troubleshooting for hardware and software issues
• Provide onsite troubleshooting for hardware and software issues as needed
• Document issue details and problem resolution within the RTP ticketing platform
• Create technical documentation for client processes, systems, and software
• Complete assigned daily, weekly, and monthly proactive tasks
• Remediate issues identified through RTP tools (AV, backups, remote access tools, monitoring of servers and desktops)
• Manage and organize RTP tools to maintain correct licensing compliance
• Coordinate with vendors of RTP tools to remediate issues quickly
• Execute assigned projects approved by RTP
• Recommend improvements to the support process

Requirements

• Communicate the RTP value proposition and suite of offerings effectively
• Arrive on time or early for office, client meetings, and training sessions
• Maintain professional demeanor and use appropriate language and dialogue
• Follow client standard operating procedures
• Use strong listening skills for user intake and issue resolution
• Demonstrate strong documentation practices
• Explain technical information clearly to non-technical audiences
• Work effectively in a team environment
• Manage time effectively and operate with minimal supervision
• Use Autotask Professional Services Automation Tool (ticketing systems) efficiently

Technologies

• Microsoft Windows 10 and Microsoft Windows 11 desktop support
• Microsoft Office 2016 and Microsoft Office 2016+
• Microsoft Server 2016 and Microsoft Server 2016+
• Microsoft Active Directory
• DNS, DHCP, File & Print Sharing
• VPN, Firewall, and routing rules
• Apple OSX desktop
• Autotask Professional Services Automation Tool (ticketing systems)

Experience

• Microsoft Windows 10 and 11 desktop experience
• Microsoft Office 2016+ experience
• Microsoft Server 2016+ experience
• Microsoft Active Directory and supporting services experience (DNS, DHCP, File & Print Sharing)
• Network technologies understanding, including VPN, DNS, DHCP, Firewall, and routing rules
• Microsoft Server troubleshooting and light configuration experience required
• Apple OSX desktop experience highly desirable
• Applicants will be asked to describe past and present experience with the items listed above in detail

Education / Certifications

• Technical degree or equivalent experience
• A+ Certification
• Microsoft Certified Professional
• Complete additional training to advance career as requested

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Salary range: USD 36,000 - 55,000 per year.