Help Desk Analyst: On-Call IT Support & Troubleshooting

Socket.dev; Town of Mukwonago (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

Socket.dev is seeking an IT Help Desk Technician to resolve hardware and software issues for end users in a fast-paced environment. You will respond to inquiries, triage tickets, and coordinate repairs while maintaining security and confidentiality of customer and bank information.

You will build and configure endpoint systems, perform remote troubleshooting, and educate users on technology solutions. The role requires strong communication, prioritization, and a willingness to continue learning

Qualifications

• High school diploma or equivalent required.
• Associate degree in computer science or related field or equivalent experience.
• Ability to communicate technical information to nontechnical personnel in a professional manner.
• Ability to install, configure and maintain personal computers, printers and related hardware or software.
• Maintain confidentiality of customer and bank information.
• Strong organizational and prioritization skills.
• Excellent verbal and written communication skills.
• Willingness to continue learning and developing network knowledge and skills.
• Technical certifications in related fields are a plus.

Responsibilities

• Provide support on hardware and software issues by identifying and resolving problems.
• Answer calls to the IT service desk and triage tickets.
• Coordinate hardware repairs with vendors and conduct diagnostics.
• Build and configure endpoint systems and perform print management.
• Perform remote troubleshooting of hardware and software issues.
• Educate end users on technology issues and best practices.
• Participate in incident management and on-call rotations (one weekend per month).
• Document and update the IT Help Desk knowledge base.
• Support, examine, and repair computers, printers, and peripherals.
• Complete assigned daily, weekly, and monthly proactive tasks.

Skills

Technical communication

Customer orientation

Verbal communication

On-site support

On-call weekend

Prioritization

Confidential data handling

Printer support

Hardware troubleshooting

Network knowledge

Education

Associate degree in computer science or related field

High school diploma or equivalent

Tools

Certifications (preferred)

Job description

Socket.dev is seeking an IT Help Desk Technician to resolve hardware and software issues for end users in a fast-paced environment. You will respond to inquiries, triage tickets, and coordinate repairs while maintaining security and confidentiality of customer and bank information.

You will build and configure endpoint systems, perform remote troubleshooting, and educate users on technology solutions. The role requires strong communication, prioritization, and a willingness to continue learning