IT Service Desk Specialist - Frontline Tech Support

Wisconsin Public Service Corporation; Milwaukee (WI); On-site; USD 42,000 - 54,000; Full time

Job summary

We Energies, a subsidiary of WEC Energy Group, is seeking an IT Service Desk Representative in Milwaukee, Wisconsin. This role acts as the first point of contact for hardware, software, and user service requests, documenting incidents and resolving or escalating issues as needed.

Responsibilities include handling calls and emails in a call center environment, using knowledge base articles and remote tools to diagnose problems, providing timely resolutions, and supporting ongoing IT service

Qualifications

• Minimum qualifications include a minimum of two years of post-secondary education including 15 credits in computer science or a related technology discipline.
• A related technology discipline from an accredited institution may fulfill the requirement.

Responsibilities

• Maintain the first point of contact and document incidents in a problem-tracking system.
• Coordinate client calls, emails, and other contacts in a call center environment.
• Assist clients with hardware, software, networks, and peripherals using documented procedures and knowledge base articles.
• Escalate issues when needed and ensure knowledge base is updated accordingly.
• Create and update incident records and communicate status to clients.
• Utilize various support tools and remote access to diagnose issues and assess business impact.
• Follow up with clients to confirm resolution and closure.
• Share expertise with team members and participate in ongoing education.

Education

Post-secondary CS coursework

Job description

We Energies, a subsidiary of WEC Energy Group, is seeking an IT Service Desk Representative in Milwaukee, Wisconsin. This role acts as the first point of contact for hardware, software, and user service requests, documenting incidents and resolving or escalating issues as needed.

Responsibilities include handling calls and emails in a call center environment, using knowledge base articles and remote tools to diagnose problems, providing timely resolutions, and supporting ongoing IT service