Service Desk Analyst: Path to NOC & Engineering Growth

Superior-Support-Resources,-Inc.; Town of Brookfield (WI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Profit Sharing

SSR Bonus Program

Health & Dental

Paid Time Off

Training & Development

Job summary

SSR Total IT is seeking a Service Desk Analyst for the Milwaukee/Brookfield area. You will be the trusted first contact, triaging and resolving day-to-day IT issues while coordinating with NOC and Engineering to ensure smooth client service.

You'll support desktops, networks, and core business apps, with opportunities to grow into NOC or Engineering as you build broad technical exposure across client environments.

Qualifications

• 2+ years of experience in a technical Help Desk or IT support environment.
• Experience with Windows 10/11, Microsoft 365, Active Directory, macOS and Google Workspace.
• Knowledge of DNS, VPNs, Remote Desktop Services (RDS) and networked printers.
• Fundamentals of networking including LAN troubleshooting and WAN impact awareness.
• Strong communication and ability to explain technical issues clearly.
• Strong problem-solving, time management, and prioritization in a fast-paced setting.

Responsibilities

• Serve as the first point of contact for client support requests, triaging and prioritizing tickets.
• Monitor phones, ticket queues, and dashboards, and respond professionally.
• Provide remote support for desktops, laptops, servers, networking, switches, and firewalls.
• Handle system setup, imaging, software installation, staging, and deployment.
• Coordinate escalations between the Service Desk, NOC, Field Engineering and other teams.
• Document resolutions and contribute to the internal knowledge base.
• Spot ticket trends and recurring issues and recommend improvements to leadership.
• Provide after-hours support as required.

Skills

Strong communication

Problem solving

Time management

Prioritization

Customer focus

Education

Associate degree in IT or equivalent

Certifications (CompTIA A+, Network+, Security+, Microsoft, Google IT Support)

Tools

Windows 10/11

Microsoft 365

Active Directory

macOS

Google Workspace

DNS

VPNs

RDS

Printers

Job description

SSR Total IT is seeking a Service Desk Analyst for the Milwaukee/Brookfield area. You will be the trusted first contact, triaging and resolving day-to-day IT issues while coordinating with NOC and Engineering to ensure smooth client service.

You'll support desktops, networks, and core business apps, with opportunities to grow into NOC or Engineering as you build broad technical exposure across client environments.