Help Desk Support Specialist (53018)

Lutheran Social Services of WI and Upper MI is currently seeking an IT Customer Support Specialist to join our Help Desk team! This is a great opportunity to obtain hands-on IT experience. Compensation for the role is targeted at $20-$22/hr.

IT Customer Support Specialists provide tier 1 and tier 2 help desk support to internal customers throughout Wisconsin and Upper MI.

The role will work with a team of 4 IT Customer Support Specialists as well as the Systems Analyst and System Administrator. The position is located in our corporate office in West Allis with hours primarily Monday through Friday, 8 AM - 5 PM, no weekends or on-call.

This position requires colleagues to be onsite at the West Allis office for onboarding and training with the possibility to work from home on occasion once training is complete.

Under the direction of the Support Supervisor, the IT Customer Support Specialist is responsible for maintaining, analyzing, and troubleshooting computer systems, hardware, and computer peripherals for multiple locations in Wisconsin and Upper Michigan including networked and standalone equipment. The IT Customer Support Specialist is responsible for answering calls, emails, and returning voice mails resultant from customer contacts for support. This individual is responsible for assisting with any application, hardware, peripheral or other situations that require IT Customer Support Specialist input. The IT Customer Support Specialist collaborates closely with Sr. Customer Support Specialists and the Support Supervisor when issues arise to ensure they are resolved quickly and communications are being delivered to management and impacted users in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

• Receive and resolve IT trouble tickets logged through call tracking system
• Provide IT support to all LSS offices throughout Wisconsin and Upper Michigan
• Perform primary functions of answering phones, e-mails, and tracking issues
• Resolve front line support issues and escalate as needed
• Remotely install, upgrade, and maintain IT software for end users
• Follows instructions and IT policies to perform functions
• Work independently when required
• Monitor outstanding tickets and resolve or update as required
• Ability to travel on occasion
• Other duties as assigned

PERKS:

• Public Service Loan Forgiveness (PSLF)
  • By being employed with LSS, which is a non-profit agency, you can be eligible for loan forgiveness under the Public Service Loan Forgiveness program.
  • Loans are eligible to be forgiven after 10 years of on-time and consistent payments through the income-based re-