Help Desk Technician I

Position Description:

QPS Employment Group is hiring a Help Desk Technician I to join our IT team at our Headquarters in Brookfield, WI. This person will be the first point of contact for internal users seeking technical assistance. This role is responsible for providing prompt, courteous, and effective support for basic IT issues related to hardware, software, and user access. QPS is an award-winning organization focused on long-term growth and meaningful careers. Its culture is built around

Six Core Beliefs:

Family Spirit:

Supporting one another like family.

High Touch:

Creating exceptional, emotionally impactful experiences.

Passion:

Building relationships that highlight each person's value.

Legacy:

Encouraging continuous learning and long-term development.

Innovation:

Embracing change, risk-taking, and improvement.

Collaboration:

Empowering all voices to achieve more together. These beliefs shape how QPS works internally and how it positively engages with everyone it serves.

What We Offer:

Work-Life Balance Health, Dental, Vision, HSA Paid Time Off Holiday Pay 401

K ESOP What You'll Be Doing:

Respond to incoming help desk tickets, emails, and calls in a timely and professional manner. Provide basic troubleshooting for desktop/laptop hardware, printers and other devices. Assist users with basic access issues. Support standard software applications (e.g., Microsoft 365, Windows 11, AI, Telephony, and other cloud software). Document all support interactions and resolutions in the ticketing system (SysAid). Escalate unresolved issues to Level 2 or appropriate IT staff. Consistently meet or exceed established service desk performance metrics, including time to first response, mean time to repair, consistent updates, and ticket quality standards, while ensuring a high level of customer satisfaction. Follow established procedures and checklists for common support tasks. Maintain a high level of customer service and communication throughout the support process. Participate in onboarding support for new hires (e.g., workstation setup, account provisioning). Perform other duties as assigned.

What We Look For:

High School diploma or GED required. 0-2 years of experience in a technical support or customer service role. Basic knowledge of Windows 11 and Microsoft 365. Strong communication and interpersonal skills. Ability to follow instructions and standard operating procedures. Customer-focused mindset with a willingness to learn. Familiarity with help desk ticketing systems (e.g., ServiceNow, Jira, SysAid and ITIL) is a plus.

Travel:

Up to 10% travel may be required. Must have reliable transportation, a valid driver's license, and appropriate insurance coverage.