Service Desk Associate

Aquent; Milwaukee (WI); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Stipends for health premiums

Retirement plans with match

Flexible spending accounts

Job summary

Aquent is seeking a Service Desk Associate to deliver professional technical solutions for PC hardware imaging and service requests. You will troubleshoot incidents, document knowledge articles, and collaborate with multiple teams to resolve complex problems.

The role is onsite five days a week with a focus on Windows environments and end-user computing. Ideal candidates will have 2+ years in a Service Desk/Help Desk setting, hands-on PC imaging experience, and proficiency with SCCM, ServiceNow,

Qualifications

• 2+ years’ experience in Service Desk/Help Desk environments.
• Hands-on experience with PC imaging and deployment tools.
• Strong communication and customer service skills.

Responsibilities

• Provide professional technical solutions for PC hardware imaging and service requests.
• Troubleshoot incidents and document knowledge articles to improve service quality.
• Support Windows 11 and future Windows releases on desktops and peripherals.

Skills

Service Desk experience

End-user support

Customer service

Windows 11 support

Education

Associate or Bachelor’s degree

Technical training

Tools

SCCM

Windows PE imaging

ServiceNow

Citrix

Bomgar

Office 365

AWS Connect

Active Directory

Job description

Service Desk Associate job description:

The Service Desk Associate will provide professional and efficient technical solutions for PC Hardware imaging responsibilities and customer service requests / incidents within the Service Desk team. Under limited supervision, this role will collaborate with all members of the Service Desk to investigate technical problems. The Service Desk Associate will also collaborate with various teams for technical investigations as needed.

Responsibilities

• PC Hardware imaging responsibilities and handling customer service requests / incidents within the Service Desk team.
• Troubleshoot customer incidents to resolve PC hardware or technology problems.
• Documenting support related knowledge articles for purpose of improved service quality.
• Troubleshoot complex day-to-day software or hardware problems with desktops and peripherals.
• Provide installation and support of all supported software and hardware, including desktop configurations.
• Troubleshoot Microsoft Windows 11 and future Windows releases of desktop versions.
• Providing courteous and professional communication with clients and internal departments.
• Troubleshoot network connectivity problems for computers.
• Provide project assistance when requested.
• Network configuration and problem solving in Windows and Citrix environments (wired and wireless).
• Provide accurate incident management reporting as required by using ticketing system.
• Keep up-to-date with technical changes that affect user community.
• Any other PC hardware or Service Desk duties as assigned.

Physical Demands

The position is predominantly stationary to computer workstation operations. This position is onsite in the office 5 days per week. Manual dexterity and sitting is required in carrying out the position responsibilities (i.e., use of personal computer).

Critical Skills / Must-Haves:

• 2 or more years’ experience in Service Desk/Help Desk environments.
• Experienced in various PC imaging technology and End User Computing tools such as: SCCM (Microsoft Configuration Manager), Windows PE imaging, ServiceNow, Citrix, Bomgar, Microsoft Office 365, AWS Connect Call Center.
• High technical proficiency in supporting end user equipment types (laptops, desktops, printers, mobile devices, etc.).
• At least 2 years’ experience supporting end users and systems, either on-site and remotely (e.g. Windows 11, Citrix published desktop and applications, Microsoft Products, SharePoint, and Active Directory accounts).
• At least 2 years’ experience supporting various operating systems (Windows 10 or 11, Windows PE imaging)
• Extensive experience using Microsoft Office products (Excel, Word, Outlook, PowerPoint, etc.).
• Experience managing hardware and software assets using IT Asset Management best practices.
• Extensive experiencing troubleshooting wide range of technical issues related to but not limited: applications, files and directories, OS errors, internet issues, etc.

Required Soft Skills

• Experience communicating clearly, professionally, and efficiently with end users and business partners.

Nice-to-Haves:

• Strong understanding of best practices in relation to end user computer usage and maintenance.
• Strong understanding of PC imaging technology and End User Computing tools such as: SCCM (Microsoft Configuration Manager), Windows PE imaging, ServiceNow, Citrix, Bomgar, Microsoft Office 365.
• Strong working knowledge of troubleshooting endpoint network connectivity, VPN and two factor authentication workflows.
• Strong working knowledge in Windows 10 and 11 operations.

Preferred Soft Skills

• Demonstrate genuine interpersonal and written communication skills.
• Ability to translate information in written and verbal form to both technical and non-technical audiences.
• Ability to work with little or no supervision from direct leader.
• Ability to work in a high-volume, highly technical environment.
• Demonstrate a strong customer-service centric approach.
• Ability to self-motivate, work independently, and take ownership of job responsibilities to deliver on expectations.
• Natural problem solver and innovator.
• Ability to multitask, switch focus and identify urgency in customer incidents.
• Excellent verbal and written communication skills.
• Self-starter, take initiative and strong appetite for learning.
• A service-oriented attitude with the utmost discretion in handling sensitive/private information through technical issues and other matters.

Education:

• Associate or bachelor’s degree; or 2 or more years related experience and/or training from a technical school.
• The top-performing candidate will have hands-on experience with:
  • Service Desk and Help Desk operations
  • PC imaging and deployment
  • ServiceNow
  • SCCM/Microsoft Configuration Manager
  • Enterprise desktop support
  • Strong customer service skills
  • End-user support in a corporate environment

This individual will be a self-starter who takes ownership of issues, excels at troubleshooting, communicates effectively with users, and thrives in a fast-paced support environment.

About Skill:

Skill connects the best professional and administrative talent with the world’s biggest brands.

• stipends for health premiums
• retirement plans with match
• flexible spending accounts

Skill is an equal-opportunity employer.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.