Service Desk Associate

The Planet Group; Milwaukee (WI); On-site; USD 42,000 - 66,000; Full time

Job summary

The Planet Group is seeking a Service Desk Associate for its fully onsite team in Milwaukee, WI. The role focuses on technical support for PC hardware imaging, incident handling, and end-user computing across Windows environments.

You will collaborate with the Service Desk and other teams, document knowledge articles, and ensure courteous client communication. 2+ years of Service Desk experience required.

Qualifications

• 2+ years in Service Desk/Help Desk environments.
• Experienced with PC imaging technology and End User Computing tools such as SCCM, Windows PE imaging, ServiceNow, Citrix, Bomgar, Microsoft 365, AWS Connect.
• Proficient with end-user equipment types (laptops, desktops, printers, mobile devices).
• Experience supporting end users on-site or remotely (Windows 11, Citrix, SharePoint, Active Directory).
• Experience with Windows 10/11 and Windows PE imaging.

Responsibilities

• Provide professional and efficient technical solutions for PC hardware imaging and service requests/incidents.
• Collaborate with Service Desk and other teams to investigate problems.
• Troubleshoot hardware, software, and network issues for end users.
• Document knowledge articles to improve service quality.
• Install and support software/hardware, including desktop configurations.
• Provide accurate incident reporting using the ticketing system.
• Maintain up-to-date on technical changes affecting users.
• On-site work five days a week in Milwaukee, WI.

Skills

Service Desk experience

End User Computing tools

Windows support

Tools

SCCM

Windows PE imaging

ServiceNow

Citrix

Bomgar

Microsoft 365

AWS Connect

Job description

Site/Location: Fully onsite in Milwaukee, WI 53224

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)
• 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.