Remote IT Help Desk Engineer: Level 1 Support

iSoftStone; Milwaukee (WI); Remote; USD 55,000 - 59,000; Full time

Job summary

SoftStone, Inc. seeks an IT Help Desk Support Engineer to deliver Level 1 remote IT support for ~110 users across North America, including occasional onsite visits at the Milwaukee facility. You will troubleshoot Windows PCs, Microsoft 365, and network issues while coordinating with offshore teams for after-hours support.

The role requires strong customer-service skills and ability to work independently, with travel to the Milwaukee site as needed. Visa sponsorship is not available.

Qualifications

• Two+ years of IT Help Desk, Desktop Support, or MSP experience.
• Strong troubleshooting across Windows PCs, Microsoft 365, networking, and business apps.
• Basic LAN/WAN, switches, firewalls, Wi‑Fi, and endpoint management knowledge.

Responsibilities

• Provide Level 1 remote IT support via phone, email, and ticketing system.
• Troubleshoot PCs, laptops, printers, networks, software, and basic hardware issues.
• Support onboarding, software install, account setup, and basic access issues.
• Monitor and escalate network, firewall, switches, and infrastructure issues to specialists.
• Conduct weekly/bi-weekly onsite IT inspections at the Milwaukee facility.
• Provide onsite support for urgent factory IT incidents when required.
• Maintain IT asset inventories and documentation; follow SLAs and escalation procedures.
• Coordinate with Shanghai IT for after-hours support and escalation.

Skills

Windows troubleshooting

Microsoft 365

Networking basics

Customer service

Remote support

Offshore coordination

Tools

Ticketing system

Remote access tools

MS Office

Job description

SoftStone, Inc. seeks an IT Help Desk Support Engineer to deliver Level 1 remote IT support for ~110 users across North America, including occasional onsite visits at the Milwaukee facility. You will troubleshoot Windows PCs, Microsoft 365, and network issues while coordinating with offshore teams for after-hours support.

The role requires strong customer-service skills and ability to work independently, with travel to the Milwaukee site as needed. Visa sponsorship is not available.