Technical Support Specialist

Mayville Engineering Company, Inc.; Milwaukee (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

Mayville Engineering Company, Inc. seeks a Technical Support Specialist to serve as the frontline IT support for employees. You will troubleshoot hardware, software, and network issues, ensuring users stay productive and connected across a manufacturing environment.

Responsibilities include handling requests via multiple channels, maintaining SLAs, and contributing to knowledge guides. Strong customer service and communication skills are essential.

Qualifications

• Associate's degree or equivalent in IT/CS or related field.
• Minimum one year of technical support or help desk experience.
• Strong troubleshooting and customer service skills.

Responsibilities

• First point of contact for IT support via phone, email, chat, and portal.
• Provide prompt, professional technical support and build positive user relationships.
• Diagnose and resolve hardware, software, and system issues, escalating as needed.
• Prioritize incidents to meet SLAs and document efforts for knowledge sharing.
• Provide hands-on desktop support, including hardware repairs and workstation setup.
• Perform preventive maintenance on devices and networks to minimize downtime.
• Create helpful guides and troubleshooting documentation.

Skills

Windows 11 support

Microsoft Office

Hardware troubleshooting

Customer service

Communication

Problem solving

Education

Associate's degree or equivalent (IT/CS)

Job description

Are you passionate about solving technical challenges and helping people succeed? We're looking for a Technical Support Specialist who thrives on troubleshooting, problem-solving, and delivering exceptional customer service. In this role, you'll serve as the frontline support resource for employees, ensuring they have the technology and tools they need to stay productive.

If you enjoy working with a variety of hardware, software, and end users in a fast-paced environment, we'd love to hear from you.

As a Technical Support Specialist, you will:

• Serve as the first point of contact for IT support requests received through phone, email, chat, and web portal.
• Deliver prompt, professional, and customer-focused technical support while building positive relationships with users.
• Diagnose and resolve hardware, software, and system issues, escalating complex problems when necessary.
• Prioritize incidents and service requests to meet established service level agreements (SLAs).
• Document troubleshooting efforts, solutions, and resolutions to ensure effective knowledge sharing and issue tracking.
• Research and implement solutions using internal resources and external knowledge bases.
• Provide hands-on desktop support, including hardware repairs, peripheral setup, and workstation troubleshooting when remote support isn't sufficient.
• Perform preventive maintenance on computers, printers, networks, and software systems to help minimize downtime.
• Create user-friendly help guides, FAQs, and troubleshooting documentation.
• Support IT hardware and technology systems within a manufacturing environment.
• Identify opportunities to improve processes, enhance service delivery, and strengthen the user experience.

What We're Looking For

• Knowledge of computer hardware, including desktop and laptop systems, component replacement, and workstation setup.
• Experience supporting Windows 11 operating systems.
• Experience supporting Microsoft Office applications.
• Familiarity with diagnostic and troubleshooting utilities, such as Process Explorer and Microsoft Sysinternals.
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong attention to detail and organizational skills.
• Proven analytical and problem-solving capabilities.
• Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.

Education

• Associate's degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.

Experience

• Minimum of one year of technical support or help desk experience.

Why Join Us?

This is an opportunity to make a direct impact by helping employees stay connected, productive, and successful. You'll work with a wide range of technologies, expand your technical expertise, and contribute to continuous improvement initiatives in a collaborative and supportive environment.

Equal Opportunity Employer

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.