Hybrid IT Service Desk Analyst - First-Contact Support

Baird Careers; Milwaukee (WI); Hybrid; USD 43,000 - 56,000; Full time

Job summary

Baird Careers in Milwaukee, WI is seeking an IT Service Desk professional to be the first point of contact for associates, helping diagnose and resolve IT issues and ensuring smooth technology experiences.

The role offers hands-on enterprise IT exposure, mentorship, and growth opportunities within a collaborative, professional environment. The hybrid arrangement combines office time at the Milwaukee headquarters with remote work.

Qualifications

• 1-3 years of previous IT support experience.
• Associate degree preferred.
• Excellent written and oral communication skills.
• Exemplary customer service skills.
• Works well in a team and independently.
• Ability to learn new concepts quickly.
• Good troubleshooting and problem-solving skills.
• Ability to document processes and procedures.
• Good understanding of Microsoft Windows operating systems and Microsoft Office 365 suite.
• A broad understanding of Active Directory and networking technologies and principles.
• An intellectually curious individual who is organized with a proactive approach to work.

Responsibilities

• Act as the first point of contact to provide first- and second-level IT support to associates and other stakeholders.
• Support associates primarily through phone, chat, and online tools, taking ownership of issues from initial contact through to resolution.
• Diagnose and troubleshoot problems, escalating when necessary while maintaining full communication with the client.
• Analyze ticket history and client context to ensure informed problem-solving.
• Leverage data and analytic tools to review ticket, machine, and user experience history when troubleshooting.
• Thoroughly document all actions, current state, and resolution steps during the lifecycle of every request or incident.
• Contribute to the upkeep and creation of knowledge base articles.
• Identify and communicate opportunities for continuous improvement within the Service Desk.
• Share knowledge and contribute to the training and onboarding of new teammates.
• Participate in quarterly 24/7 on-call support rotation.
• Leverage in-office days to build stronger relationships and collaborate effectively with colleagues.
• Support trading floor IT needs by sitting on the trading floor regularly.
• Support technology implementation efforts such as office openings, relocations, and other small project work.

Skills

IT support

Customer service

Communication skills

Troubleshooting

Documentation

Team work

Learning quickly

Windows OS

Office 365

Active Directory basics

Networking basics

Proactive

Education

Associate degree

Job description

Baird Careers in Milwaukee, WI is seeking an IT Service Desk professional to be the first point of contact for associates, helping diagnose and resolve IT issues and ensuring smooth technology experiences.

The role offers hands-on enterprise IT exposure, mentorship, and growth opportunities within a collaborative, professional environment. The hybrid arrangement combines office time at the Milwaukee headquarters with remote work.