IT Support Technician - Help Desk

The Expert Institute; Milwaukee, Northern (WI, KY); Hybrid; USD 45,000 - 60,000; Full time

Job summary

The Expert Institute is seeking a Level 1 IT Support Technician to serve as the face of IT for our Milwaukee team. You will own the daily helpdesk queue, hardware provisioning, and onboarding orientations, ensuring our employees have the tools they need to succeed.

Minimum 1–3 years in IT helpdesk or desktop support, with hands-on Windows and Mac experience. Familiarity with Atera, Jamf, and Action1 is a plus as you help scale IT operations with the IT Manager.

Qualifications

• 1–3 years in IT Helpdesk or Desktop Support.
• Hands-on experience with Windows and macOS.
• Experience with ticketing systems (Atera preferred) and endpoint management tools.

Responsibilities

• Frontline Helpdesk Support: handle daily IT requests via Google Chat, Atera, email, and in-person in Milwaukee.
• Hardware Provisioning & Setup: deploy Windows and Apple devices and ensure readiness for new hires.
• Asset Management: maintain real-time inventory and manage asset recovery.
• Onboarding: lead IT portion of new hire orientations and basic hardware usage training.
• Documentation: help write and update IT SOPs and user guides.

Skills

Windows

macOS

Customer service

Problem solving

Tools

Atera

Jamf

Action1

Job description

Overview

We are seeking a highly organized and customer-focused Level 1 IT Support Technician to serve as the face of IT for our growing team. As the first point of contact for technical support, you will take ownership of our daily helpdesk queue, hardware deployment, and employee onboarding orientations/setup. By resolving day-to-day technical challenges, you will ensure our employees have the tools they need to succeed, while working closely with the IT Manager to build out documentation and scale our IT operations.

Key Responsibilities

• Frontline Helpdesk Support: Field and resolve up to 95% of daily IT requests via Google Chat, Atera ticketing, email, and in-person walk-ups at the Milwaukee office. Respond to Atera device alerts and elevate complex issues to the IT Manager when necessary.
• Hardware Provisioning & Setup: Prepare and deploy new Windows (ThinkPad) and Apple (MacBook/iPad) devices. Ensure workstations, docking stations, monitors, and peripherals are fully stocked, configured, and ready for new hires before their start dates.
• Asset Management & Recovery: Maintain a meticulous real-time inventory of all physical IT assets. Take ownership of the asset recovery process, ensuring all company equipment is promptly returned when an employee leaves the company.
• Onboarding Orientations: Lead the IT portion of new hire orientations, walking new employees through basic hardware usage, ticketing procedures, and general technology best practices. (Note: System account provisioning/deprovisioning will be handled by the IT Manager).
• Process Documentation: Collaborate with the IT Manager to continuously write, update, and organize internal IT documentation, standard operating procedures (SOPs), and user-facing guides.

Experience

1-3 years of experience in an IT Helpdesk, Desktop Support, or highly technical customer service role. Hands-on experience with both Windows and Macs is preferred.

Technical Skills

Strong familiarity with troubleshooting Windows and macOS hardware and operating systems. Experience with ticketing systems (Atera preferred) and endpoint management tools (e.g., Jamf, Action1) is a major plus.

Continuous Improvement Mindset

Pro-active problem solver who actively looks for ways to optimize our systems, sharpen its own technical skills, and elevate the overall user experience.

Customer-First Mindset

Excellent interpersonal skills with the ability to communicate technical concepts clearly and patiently to non-technical users.

Organizational Prowess

Highly detail-oriented, especially regarding inventory tracking and following precise setup checklists.

Adaptability

Ability to handle a high volume of walk-ups and messages with a calm, methodical approach.