Remote IT Help Desk Engineer — Level 1 Support

Celestial Stars Arts Academy

Milwaukee (WI)

Hybrid

USD 55,000 - 59,000

Full time

11 hours ago

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Job summary

iSoftStone, Inc. is seeking an IT Help Desk Support Engineer to provide Level 1 IT support for about 110 users across North America, covering a Milwaukee manufacturing facility and distributed sales staff across multiple states.

The role requires remote support and weekly/bi-weekly onsite inspections at the Milwaukee site, with occasional onsite escalation. You’ll collaborate with global IT teams and support onboarding, installations, and access issues.

Qualifications

2+ years in IT Help Desk or similar roles.
Strong troubleshooting across Windows PCs, Microsoft 365, networking.
Basic LAN/WAN, switches, firewalls, Wi‑Fi, and endpoint management.
Good communication and customer service.
Willingness to travel locally to Milwaukee site.
CompTIA A+, Network+, Microsoft or equivalent certs are a plus.

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 installation, account setup, and basic access issues.
Monitor and escalate network, firewall, switch, and infrastructure issues.
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 IT support procedures, SLAs, and escalation processes.
Coordinate with Shanghai IT team for after-hours support.