A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
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(The Management Association) is seeking an experienced IT Helpdesk Specialist to serve as a trusted front-line support partner for our employees. This role is well-suited for an IT professional who brings strong troubleshooting skills, sound technical judgment, and a customer-first mindset to everyday support challenges. As the IT Helpdesk Specialist at MRA, you will serve as the primary point of contact for end users, providing timely technical assistance and resolving hardware, software, and network-related issues. This is a hands-on support role where you will respond to helpdesk requests, troubleshoot technical problems, and ensure employees have the technology resources they need to work efficiently. You'll be a critical part of our Technology Services team, delivering responsive and customer-focused IT support across the organization. This is a full-time opportunity based on-site at our Waukesha, WI office.
Essential Functions:
Diagnose and resolve helpdesk calls for computers, phones, peripherals, software, and other technology issues. Support may be in person, by phone, email, or remote access. Install, maintain, and repair IT hardware and software, including operating systems and common software applications. Perform network administration tasks using Office 365, Exchange, and Active Directory. Maintain accurate records of hardware, software, and maintenance activities. Provide one-on-one and group training, including new employee IT orientation. Support video conferencing, training room setup, and printer/copier maintenance. Assist with IT projects, upgrades, and system improvements. Understanding of security best practices and cybersecurity awareness. Other duties as assigned.
Required Qualifications:
Education:
Two-year degree in Computer Science or related field, or equivalent demonstrated experience.
Experience:
Three-year troubleshooting experience in a technology support role, or equivalent demonstrated experience.
Technical Skills:
Proficient in Office 365, including Microsoft Teams and SharePoint, Windows 11, computer imaging, experience with Dell and Microsoft Surface computers, MacBooks, and phone system software. Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi troubleshooting).
Competencies:
Strong interpersonal and verbal communication skills. Ability to prioritize and manage multiple tasks in a fast-paced environment.
Preferred Qualification:
Education:
Four-year degree in Computer Science or related field, or equivalent demonstrated experience.
Experience:
Five-year troubleshooting experience in a technology support role, or equivalent demonstrated experience. What's in it for you? Competitive base and incentive pay Paid time off (vacation, holidays, sick, and a volunteer day) Medical, Dental, and Vision plans FSA and HSA accounts Traditional and Roth 401(k) 401(k) company match Life and AD&D insurance Employee Assistance Program Tuition Reimbursement Voluntary Pet Insurance If you're ready to make an impact, share your IT expertise, and help MRA deliver exceptional service to our employees, we want to hear from you!
