Service Desk Specialist

JW Speaker; Town of Germantown (WI); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k with employer match

Paid time off

Job summary

JW Speaker is seeking an IT Service Desk Specialist to keep our people productive and supported. You’ll troubleshoot everyday IT challenges, manage tickets, and assist across offices and manufacturing operations in a Microsoft-based environment.

The ideal candidate has an Associate degree or IT certificate and 1–2 years of hands-on IT support, with knowledge of Active Directory, Microsoft 365, and related tools. You’ll be a people-friendly troubleshooter who helps improve processes.

Qualifications

• Associates of Information Technology (preferred).
• 1–2 years of service desk experience (preferred).

Responsibilities

• Respond to, prioritize, and manage service desk tickets promptly.
• Support hardware, software, user accounts, and enterprise apps.
• Escalate complex issues when needed and follow through to resolution.

Skills

End-user support

Customer service

Microsoft OS knowledge

Education

Associate degree / 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 elevate 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 of Information Technology (preferred)

Experience

1 - 2 years: Service Desk experience (preferred)

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.