IT Service Desk Representative

Wisconsin Public Service Corporation; Milwaukee (WI); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading company is seeking an IT Service Desk Representative in Milwaukee, Wisconsin. The role involves troubleshooting and resolving first-tier issues with hardware, software, and user service requests. Candidates should have a strong technical background and excellent communication skills, along with a commitment to continuous learning and teamwork.

Qualifications

• Minimum of two years of post-secondary education including 15 credits in computer science.
• Related technology discipline from an accredited institution.

Responsibilities

• Act as the first point of contact for client issues and requests.
• Document incidents and requests in an automated problem-tracking system.
• Provide timely resolution or escalation of issues.

Skills

Technical Knowledge

Communication

Education

Post-secondary education in computer science

Job description

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We Energies , a subsidiary of WEC Energy Group, is seeking a IT Service Desk Representative in our Milwaukee, Wisconsin location.This vacancy is 1st shift Monday - Friday (Work times will vary between 6:30am - 5:30pm, M-F.)

Job Summary

The principal duties of the IT Service Desk Representative include; coordinating, documenting, assessing issue symptoms, troubleshooting, and resolving or escalating first tier issues with hardware, software, and user service requests. The occupation also provides and maintains documentation of related information for those issues and requests.

Job Responsibilities

• Maintain maximum availability to act as the first and central point of contact, documenting incidents and requests in an automated problem-tracking system.
• Coordinate incoming client calls, emails, and other client contacts in a call center environment.
• Use documented procedures to assist clients with solving issues related to hardware, software, networks, and peripherals using available technology and knowledge base articles. Also, search in external resources.
• Use documented procedures to provide timely resolution of issues or escalation on behalf of client to appropriate second or third level support teams. In addition, follow procedures to make sure knowledge base article documentation is updated as needed.
• Create and document incident cases and any necessary status updates with additional client contacts.
• Leverage a variety of provided support tools, including knowledge base articles, remote access, and peers, etc., to accurately assess system issues and assess business impact. Also, search in external resources.
• Contact clients to provide follow-up on incident resolution or request completion to ensure proper and complete closure.
• Share expertise with fellow team members.
• Engage in continuing education – read and retain current and updated information on procedures, policies, and services; improve computer literacy levels.
• Participate in team meetings.
• Participate on committees for workgroup or department-based projects; provide information, feedback, and input to improve and test support processes.
• Provide training to clients and team members.
• Act as a personal mentor for other team members as needed.
• Complete required time reporting and other administrative duties.
• Maintain working relationships with other IT teams, other departments and outside suppliers, as appropriate, as partners in request fulfillment.
• Actively participate in assigned work tasks which may be short- or long-term in duration and help to provide better tools, process, or customer service to our clients.

Minimum Qualifications

• Applicant must have a minimum of two years of post-secondary education including 15 credits of college coursework in computer scienceOR
• A related technology discipline from an accredited institution.

Testing Requirements

IT Svc Desk Rep Structured Interview (ITSVCDSK): A structured interview including the following competencies: Technical Knowledge, Quality Orientation, Applied Learning, Decision Making, Work Standards, and Communication.

End Date:05/23/2025

The pay range reflects the minimum and maximum for the position at the time of posting and may be modified in the future. The starting salary/pay within the pay range will be based on several factors, as applicable, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business and organizational needs. At WEC Energy Group, it is not typical for an individual to be hired at or near the top of the range for their role.

We reserve the right to modify the application deadline or discontinue accepting applications for any position if deemed necessary.

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Legal authorization to work in the United States is required. We will not sponsor for Employment visas, now or in the future, for this job opening.

WEC Energy Group and its subsidiaries are Equal Opportunity Employers. As a result, all qualified applicants will receive equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected status. The Company also complies with all applicable federal, state and local laws that require it to take affirmative action.

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