IT Help Desk Technician II — Customer-Focused Support

Materion; Milwaukee (WI); On-site; USD 52,000 - 60,000; Full time

Job summary

Materion is seeking a Help Desk Technician II to provide IT support by phone and in person for non-technical end-users. The role installs, troubleshoots, maintains, repairs, and upgrades computers and equipment, while building strong relationships with employees and delivering excellent customer service.

The candidate will handle tickets, support desktop software/hardware, assist with basic network tasks, and meet ITSM SLA targets in a dynamic team environment.

Qualifications

• 5+ years of IT support experience or an associate degree; undergraduate degree preferred.
• Minimum 2+ years in IT support/IT service desk.
• Knowledge of standard business desktop software and hardware.
• Ability to troubleshoot and resolve technical questions professionally.
• Experience with PC or network administration.
• Monitor email inbox and ticketing system for requests and SLAs.
• Strong communication skills; team player; able to prioritize tasks.

Responsibilities

• Provide IT user support using standard screens, scripts, and procedures and complete ongoing training.
• Interview user to collect information and guide through diagnostics to identify the root cause.
• Troubleshoot and resolve customer technical questions in a professional manner.
• Image PCs, install software and peripheral equipment.
• Provide first-level network administration support (create user accounts, manage passwords, permissions).
• Update tickets with status and communicate with users until resolution.
• Escalate incidents to next level support as needed.
• Operate within ITSM with SLA targets.

Skills

IT support

Customer service

Desktop software

Troubleshooting

Communication

Team player

Task prioritization

Education

Associate degree or college diploma in IT

Bachelor’s degree preferred

Tools

Ticketing system

Windows environment

PC/Network administration

Job description

Materion is seeking a Help Desk Technician II to provide IT support by phone and in person for non-technical end-users. The role installs, troubleshoots, maintains, repairs, and upgrades computers and equipment, while building strong relationships with employees and delivering excellent customer service.

The candidate will handle tickets, support desktop software/hardware, assist with basic network tasks, and meet ITSM SLA targets in a dynamic team environment.