Senior IT Support Analyst

The Boldt Group; Appleton (WI); Presencial; USD 60.000 - 74.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Employee-Owned (ESOP)

Comprehensive benefits package

Career growth opportunities

Descripción de la vacante

Boldt is seeking a Senior IT Support Analyst to provide advanced support for Microsoft 365 applications, Windows environments, and end-user devices. You will manage escalations, collaborate across IT functions, and drive continuous improvement in a fast-paced enterprise setting.

Ideal candidates have 5+ years of progressive IT support experience in enterprise or MSP environments, strong customer service skills, and a proactive mindset for process optimization.

Formación

• 5+ years progressive IT support in enterprise, help desk, service desk or MSP environments.
• Advanced troubleshooting of Windows OS, Microsoft 365, AD, hardware and end-user computing environments.
• Experience as Level 2/3 escalation resource and resolving requests end-to-end.
• Strong ability to support laptops, desktops, mobile devices, printers, conferencing tech and other enterprise hardware.

Responsabilidades

• Provide advanced support for Microsoft 365 applications and Windows environments.
• Manage tickets from intake through resolution in a timely, customer-focused manner.
• Serve as trusted resource to employees across the organization and collaborate with Help Desk, Infrastructure, Security and business teams.
• Identify process improvements to raise service quality and efficiency.
• Contribute to knowledge base articles and training materials to aid self-service.

Conocimientos

IT support (5+ yrs)

Customer service

Communication

Problem solving

Relationship building

Educación

Associate degree in IT/CS/IS or related

Herramientas

Active Directory

Microsoft 365

Intune

Azure basics

Ticketing systems

Descripción del empleo

At Boldt, we build more than complex projects, and we build strong relationships, great teams, and lasting impact.

Join Boldt as a Senior IT Support Analyst and become part of a collaborative, high-performing team where customer service, relationships, and continuous improvement are at the center of everything we do. In this role, you'll provide advanced support for Microsoft 365 applications, Windows environments, end-user devices, and enterprise technologies while serving as a trusted resource to employees across the organization. We're looking for a patient, customer-focused IT professional who thrives in a fast-paced support environment, enjoys solving complex technical challenges, and is committed to delivering an exceptional user experience. Experience supporting enterprise environments or MSP operations, managing tickets from intake through resolution, and identifying opportunities to improve processes and efficiencies will set you up for success.

This is a long-term opportunity to grow your career while gaining exposure to a variety of technologies, projects, and business functions. Success in the first 6-12 months will be measured by building strong relationships, learning our systems and operations, becoming a trusted partner to end users, and contributing innovative ideas that enhance service delivery. If you are a collaborative problem solver with strong communication skills, experience supporting enterprise technologies, and a passion for continuous improvement, you'll find a rewarding career with a team that is supportive, fun, and committed to excellence. As an employee-owner, you'll also benefit from our ESOP, comprehensive benefits package, and a culture that invests in your professional growth and long-term success.

We Are Boldt

• Our People: We create opportunities for growth, fulfillment, and reaching full potential.
• Our Customers: We exceed expectations through advocacy, problem-solving, and collaboration.
• Our Partners: We collaborate with trust and respect to drive innovation and shared success.
• Our Communities: We give back with our time, talents, and resources, elevating dignity and doing good

Why You’ll Love Working at Boldt

• Employee Owned: Your work fuels our success and your future
• Purpose‑Driven: ESG‑focused work aligned with strong values
• Better Together: Teamwork, trust, and shared accountability
• Safety First: Everyone home safe every day
• Career Growth: Real development through mentorship and hands‑on learning
• High‑Impact Projects: Complex work that matters
• Lead & Mentor: Learn today, lead tomorrow
• Rich Culture: What started as a carpentry shop has grown into a multi‑million‑dollar company built on relationships and craftsmanship
• High Performance: By people, strengthened through AI and technology that enhance collaboration, transparency, and results.

At Boldt, high performance starts with strong relationships. We believe the best projects are delivered by teams that trust each other, communicate openly, and take ownership from the field to the office. Our culture blends accountability with support; where learning, mentorship, and collaboration, drive results. You won’t just contribute to projects that matter; you’ll grow alongside people who are investing in your success.

What You Bring

Candidates whose experience or expertise substantially exceed the requirements of the role are encouraged to apply, as we may have current or future roles which may better align with experience.

• Associate degree in Information Technology, Computer Science, Information Systems, System Administration, or a related field; equivalent combinations of education and experience will be considered.
• 5+ years of progressive IT support experience in enterprise, help desk, service desk, or MSP environments.
• Advanced troubleshooting experience supporting Windows operating systems, Microsoft 365, Active Directory, hardware, software, and end-user computing environments.
• Experience serving as a Level 2/Level 3 escalation resource and managing support requests through resolution.
• Strong background supporting laptops, desktops, mobile devices, printers, scanners, conferencing technology, and other enterprise hardware.
• Experience with user provisioning, permissions administration, multifactor authentication, mobile device support, and application support.
• Exceptional customer service, communication, documentation, and relationship-building skills with the ability to support users at all levels of the organization.
• Demonstrated ability to analyze complex issues, prioritize competing demands, and collaborate effectively across Help Desk, Infrastructure, Security, and business teams.
• Experience working with or supporting Managed Service Provider (MSP) relationships, service delivery, and operational support functions.
• A proactive, continuous improvement mindset with a passion for improving efficiencies, service quality, and the overall customer experience.

Nice to Have

• Experience with Microsoft Intune, endpoint management, Azure Virtual Desktop, PowerShell, automation, and enterprise ticketing systems.
• Microsoft, CompTIA, HDI, or similar technical certifications.
• Experience with software licensing management, IT asset management, and hardware lifecycle management.
• Experience monitoring support metrics, service level agreements (SLAs), ticket trends, and customer satisfaction indicators.
• Exposure to Operational Technology (OT) environments and manufacturing, construction, or industrial operations.
• Experience developing knowledge base articles, support documentation, training materials, and knowledge transfer processes.
• Experience coordinating with third-party vendors and driving service improvements across support organizations.
• Knowledge of cybersecurity best practices, device compliance, access management, and incident response processes.
• Experience identifying automation opportunities and implementing process improvements that enhance operational efficiency and service delivery.

Compensation

Target Hiring Range: $60,000.00 - $74,000.00 annually.

Boldt recognizes that experience, expertise, and specialized skills create value. The target hiring range for this position is $60,000.00 - $74,000.00 annually; compensation is determined based on qualifications, experience, certifications, geographic market conditions, internal equity, and other job-related factors permitted by law. In addition to base compensation, employees may be eligible for a discretionary bonus and participation in applicable company benefit programs.

EEOC

The Boldt Company is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.