Help Desk Analyst - IT Support & First-Call Resolution Pro

Cellcom; Green Bay (WI); On-site; USD 42,000 - 60,000; Full time

Job summary

Cellcom is seeking a Help Desk Analyst I in Wisconsin to serve as the primary IT contact for end users, handling inquiries and requests for PC and software support. The role emphasizes customer-first service, professional image, and timely problem resolution.

Responsibilities include documenting issues, troubleshooting with Windows OS and MS Office, and escalating to higher-level teams when necessary. On-site duties require strong communication and a team-driven attitude.

Qualifications

• Associate degree or equivalent; a bachelor’s is preferred.
• 1–5 years in a LAN/WAN environment with 30+ workstations.
• Experience with Windows OS, MS Office; CompTIA A+ or MS cert desired.

Responsibilities

• Serve as first level contact for IT support and customer inquiries.
• Troubleshoot hardware and software issues; escalate as needed.
• Aim for 90% first-call resolution and maintain problem records.

Skills

Customer service

Communication

Problem solving

Teamwork

Education

Associate’s degree or educational equivalent

Bachelor's degree preferred

Tools

Windows OS

MS Office

Remote Desktop

Hardware Diagnostics

Job description

Cellcom is seeking a Help Desk Analyst I in Wisconsin to serve as the primary IT contact for end users, handling inquiries and requests for PC and software support. The role emphasizes customer-first service, professional image, and timely problem resolution.

Responsibilities include documenting issues, troubleshooting with Windows OS and MS Office, and escalating to higher-level teams when necessary. On-site duties require strong communication and a team-driven attitude.