IT Service Desk Analyst: End-User Support & Tech Rollouts

Apogee Enterprises, Inc.; Town of Wausau (WI); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

401(k) with employer match

Employee Stock Purchase Plan

Paid time off

Paid holidays

Tuition reimbursement

Employee assistance program

Wellness program

Training and career progression

Job summary

Apogee Enterprises, Inc. is seeking a Service Desk Analyst to provide enterprise-wide IT support, handle end-user service requests, set up new users, manage inventory, and participate in rolling out new technologies.

The role emphasizes strong customer service, experience with Windows environments, and collaboration across teams. Responsibilities include daily IT support across desktops, printers, mobiles, AV/VoIP, and software, plus on-call coverage and knowledge-base documentation.

Qualifications

• Associates or Bachelor's degree in Computer Science or equivalent highly desired (certification in a technical discipline will be considered).
• 1+ years of working experience in a Service Desk/Help Desk environment.
• 1+ years of working experience with Microsoft operating systems and other applications (experience working with Windows 7 preferred).
• Working knowledge of networks.
• Working knowledge of IOS based products.
• Extremely strong client service orientation.
• Strong written and verbal communications skills; ability to communicate and interact at all levels of the organization.
• Ability to work under pressure in order to meet deadlines; flexible and quickly adaptable to changing priorities.
• Ability to present information in a manner that can be understood by non-technical staff.
• Project skills and experience a plus.
• Demonstrated problem solving skills are required. The position will require original and independent thinking to drive all issues through to resolution.
• Ability to work flexible hours as needed.
• Ability to lift and move equipment weighing up to 50 pounds.
• Availability to travel up to 10%.

Responsibilities

• Provide end-user support for all IT-related services.
• Participate in introducing new technical products into the environment.
• Provide day-to-day support for user endpoints including desktops, laptops, printers, mobile devices, AV and VoIP equipment, as well as standard software applications.
• Set up new users and maintain user access to systems.
• Maintain an accurate inventory of all equipment, software and software licenses.
• Provide on-call support for off hours as needed.
• Continuously learn features and functionality of the latest standard software and hardware releases.
• Provide input regarding business requirements and/or specifications for user endpoint projects and rollouts.
• Pilot test and work to resolve any issues with the new technology as assigned.
• Participate in rolling out new products to end users, including training and follow-up support.
• Author, contribute to and publish support-related documentation to internal knowledge-base.

Skills

End-user support

Customer service

Communication skills

Problem solving

Adaptability

Team collaboration

Documentation

Education

Bachelor's degree in Computer Science

Associates degree in Computer Science

Technical certification

Tools

Microsoft Windows

iOS devices

VoIP equipment

AV equipment

Networking basics

Job description

Apogee Enterprises, Inc. is seeking a Service Desk Analyst to provide enterprise-wide IT support, handle end-user service requests, set up new users, manage inventory, and participate in rolling out new technologies.

The role emphasizes strong customer service, experience with Windows environments, and collaboration across teams. Responsibilities include daily IT support across desktops, printers, mobiles, AV/VoIP, and software, plus on-call coverage and knowledge-base documentation.