We are looking for a dedicated Level 1 Help Desk Analyst to provide essential IT support for a team of approximately 200 employees. This contract position is based in Waukesha, Wisconsin, and requires hands-on troubleshooting, customer service, and technical expertise to ensure smooth day-to-day IT operations. As part of a collaborative IT team, you will play a key role in addressing user concerns and maintaining system functionality.<br><br>Responsibilities:<br>• Deliver prompt and detail-oriented IT support for end-users experiencing technical issues, including hardware and software concerns.<br>• Configure and image laptops for onboarding new employees to ensure seamless integration into the workplace.<br>• Utilize FreshService or similar ticketing systems to track, prioritize, and resolve IT service requests efficiently.<br>• Troubleshoot basic technical problems, ranging from printer malfunctions to software errors, while maintaining a strong focus on customer satisfaction.<br>• Ensure timely resolution of service tickets and avoid prolonged delays in addressing user concerns.<br>• Work closely with the IT team to support ongoing projects, such as SharePoint migrations, while maintaining regular help desk duties.<br>• Provide onsite support, ensuring physical presence when necessary to address immediate IT needs.<br>• Collaborate with team members to improve processes and deliver exceptional service aligned with the organization's culture.<br>• Maintain clear and effective communication with users and team members to ensure expectations are met.<br>• Take initiative to identify recurring issues and propose solutions to enhance system performance.

• Proven experience in Level 1 Help Desk support, including resolving common technical issues.<br>• Proficiency in using ticketing systems, with FreshService experience being a strong advantage.<br>• Familiarity with Active Directory and Microsoft Windows 10.<br>• Ability to image laptops and handle basic IT troubleshooting tasks.<br>• Strong customer service skills with a focus on timely and effective solutions.<br>• Capability to work onsite and manage physical IT support requirements.<br>• Self-motivated and able to prioritize tasks independently in a fast-paced environment.<br>• Alignment with the company’s customer-oriented culture and values.

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