Service Desk Specialist

J.W. Speaker Corporation; Goldenthal (WI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

Short term & Long-term disability

401k with employer match

Paid time off – vacation, sick & time

Job summary

J.W. Speaker Corporation is seeking an IT Service Desk Specialist to keep our teams connected and supported across offices and manufacturing sites.

You’ll troubleshoot hardware, software, and enterprise apps, manage service tickets, and escalate when needed in a Microsoft-based environment. You should have an Associate degree or IT certificate and 1–2 years of IT support experience, with knowledge of Active Directory, Microsoft 365, and ticketing tools such as Jira Service Management.

Qualifications

• Associate degree or certificate in IT-related field required.
• 1–2 years hands-on IT support experience preferred.
• Experience with Microsoft OS and Microsoft 365 applications helpful.

Responsibilities

• Manage and resolve service desk tickets and escalate when needed.
• Support hardware, software, user accounts, and enterprise apps.
• Provision and maintain user accounts across Active Directory, Microsoft 365, ERP and other systems.
• Configure, image, install, and upgrade laptops/desktops and software.
• Maintain hardware, software and IT supplies; assist with phone systems and printers.

Skills

IT support

Microsoft OS

Microsoft 365

Active Directory

User account administration

Networking concepts

Customer-focused

Education

Associate's degree or IT certificate

Tools

Jira Service Management

Microsoft Intune

SharePoint

Device imaging

Job description

ABOUT THE POSITION

As an IT Service Desk Specialist at J.W. Speaker, you’ll play an important role in keeping our people connected, productive, and supported. From troubleshooting everyday technology challenges to supporting systems across our offices and manufacturing operations, you’ll work with a wide variety of colleagues, devices, and applications.

You’ll serve as a key point of contact for IT support, managing service desk tickets, resolving technical issues, and escalating more complex problems when needed. Working primarily within a Microsoft-based environment, you’ll support hardware, software, user accounts, and enterprise applications while helping identify opportunities to improve processes and the overall user experience.

OUR IDEAL CANDIDATE

You’re a resourceful, customer-focused problem-solver who enjoys helping others and isn’t afraid to dig into unfamiliar technology. You bring an Associate's degree or certificate in an IT-related field, along with at least one year of hands‑on IT support experience. You’re comfortable working with Microsoft operating systems and Microsoft 365 applications, with knowledge of Active Directory, user account administration, and general networking concepts. Experience with tools such as Jira Service Management, Microsoft Intune, SharePoint, and device imaging is a plus!

Beyond your technical abilities, you’re approachable, organized, and able to communicate effectively with colleagues of all technical backgrounds. You know how to prioritize requests, troubleshoot independently, recognize when to escalating an issue, and follow through to resolution. You’re equally comfortable assisting someone in an office or walking the manufacturing floor to solve a problem. Most importantly, you’re curious, adaptable, and always looking for ways to work smarter and improve the support experience.

HOW YOU WILL MAKE A DIFFERENCE:

You will EXPLORE by:

• Troubleshooting and resolving end-user hardware, software, and enterprise application issues.
• Monitoring network health, investigating technical issues, and helping identify solutions to maintain reliable performance.
• Identifying opportunities to improve IT support processes and departmental performance.

You will PERFORM by:

• Responding to, prioritizing, and managing service desk tickets in a timely, cost-effective manner, escalating issues appropriately when needed.
• Provisioning and maintaining user accounts across Active Directory, Microsoft 365, ERP, and other business systems, including access changes and password resets.
• Configuring, imaging, installing, and upgrading laptops, desktops, software, and other IT equipment.
• Accurately tracking, maintaining, and ordering hardware, software, and IT supplies.
• Supporting and maintaining phone systems, networked printers, and other end-user technology across the organization.
• Maintaining network security in accordance with J.W. Speaker's Security Policy.

You will INNOVATE by:

• Identifying recurring technical issues and opportunities to improve service desk efficiency, response times, and overall user experience.
• Contributing to departmental KPIs by improving ticket management, issue resolution, and IT support processes.

We offer competitive wages and the following great benefits:

• Health, Dental, and Vision insurance
• Short term & Long-term disability insurance
• 401k with employer match
• Paid time off, including Vacation, Sick & Personal Time, and 11 paid Holidays
• Generous Profit-Sharing Plan
• Tuition reimbursement & Scholarships
• Development and Growth opportunities
• Casual work environment for all associates
• And many more!

Qualifications

Education

Associates or better in Information Technology or related field.

Preferred

Experience

Preferred

1-2 years: Service Desk experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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.