IT Help Desk Analyst 1

Construction Resources Management; Waukesha (WI); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Medical plan with HRA

Dental & Vision

Life Insurance

FSA

EAP

Disability coverage

Parental leave

PTO & holidays

Profit sharing

Training program

Career growth

Job summary

Walbec Group is seeking an entry-level IT Help Desk technician to provide basic end-user support across its business units. You will document incident tickets, perform initial triage, and escalate issues as needed via phone, chat, remote access, or in person.

You will assist users with computers, printers, and conferencing equipment, perform basic diagnostics, and ensure follow-up to confirm resolution and satisfaction, contributing to a secure and efficient IT environment.

Qualifications

• Associates Degree or 1 year of relevant IT experience.
• Basic knowledge of Windows desktop operating systems.
• Basic knowledge of Microsoft Office Suite, hardware and networking.

Responsibilities

• Provide basic end-user IT support across Walbec Group.
• Document incident tickets and perform initial triage.
• Escalate issues after initial triage when needed.
• Educate end users on technology usage and best practices.
• Test fixes and follow up to ensure resolution.

Education

Associates Degree related to Information Technology

1 Year of Experience in Similar role

Tools

Windows OS

Microsoft Office Suite

Networking basics

Job description

Job Description

About Walbec Group

Walbec produces high-quality construction materials and delivers unparalleled professional design, engineering and construction services at its six companies, including Payne and Dolan, Northeast Asphalt, Zenith Tech, Parisi, Premier Concrete, and Construction Resources Management. Whether building bridges, stabilizing shorelines, rehabilitating structures, or providing site engineering and construction solutions for solar, Walbec is your bridge to expertise in construction and engineering.

With safety and ethics at the core of everything we do, our experienced professionals are hard at work on commercial and industrial sites throughout the Midwest.

The Position

Provide basic level end-user support for all business units within the Walbec Group. This includes documenting incident tickets within the service desk application, initial triage and remediation of reported issues, and escalation to higher-level support as needed. This support can be delivered through various methods including telephone, chat, video, remote desktop access, and in-person assistance.

Responsibilities

• Responsible incident reporting through telephone calls, chat, email, or in person
• Responsible for creating incident tickets for each new incident reported to the service desk
• Perform initial triage and diagnostic troubleshooting to determine cause and remediate if possible
• Escalate incident tickets to support after initial triage has been completed and basic diagnostic information has been assembled and documented in the incident ticket
• Prioritize and schedule incident resolution with end users when required
• Provide support through end user education for the operation of technology including computers, printers, fax machines, smartphones, tablets, and video conferencing equipment
• Test and validate fixes for reported issues to ensure problem resolution
• Perform post resolution follow-ups to ensure end-user satisfaction

Hardware Support

• Utilizes various diagnostic tools to perform troubleshooting including SysInternals Suite, Event Viewer, Resource Monitor, and Task Manager
• Access system, driver, and application updates through various resources including the internet
• Perform setup, configuration, and asset tagging of all End User Devices
• Perform preventative maintenance including checking and cleaning end user devices when needed and during the off-season period
• Maintain working knowledge of trends and best practices in regards to desktop and Laptop PC hardware and software
• Maintain list of hardware and software support contact information

Requirements

• Associates Degree related to Information Technology
• 1 Year of Experience in Similar role in place of Associate Degree
• Basic knowledge of Microsoft Windows desktop operating systems
• Basic knowledge of Microsoft Office Suite
• Basic knowledge of computer hardware and software
• Basic knowledge of networking design and terminology

Benefits

• Competitive compensation aligned with industry standards
• Employer Paid Medical Plan with HRA contribution (eligibility requirements)
• Dental, Vision, and Life Insurance
• Flex Spending Account (FSA)
• Employee Assistance Program (EAP)
• Company-paid short and long-term disability coverage
• Paid parental leave
• Generous PTO and paid holidays
• Profit sharing
• Robust Walbec training and professional development program
• Ongoing career growth opportunities

Equal Employment Opportunity

We are an Equal Employment Opportunity (EEO) and affirmative action employer, and it is our practice to provide equal employment opportunities to all qualified applicants. In addition, it is the policy of the Company to comply with applicable federal, state, and local laws governing nondiscrimination in employment in each locality in which the Company has employees. Women and minorities are encouraged to apply!