Upper Michigan, Inc.
6737 W Washington St., STE 2275, West Allis, WI 53214, USA
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 voicemails 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
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 elevate 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‑payment plan.
LSS Clinical Managers (supervision@lsswis.org) and Human Capital employees can assist you in applying for this benefit.
Flex Spending for Dependent & Health Care
Paid Time Off
10 Paid Holidays
Ability to Contribute to 403B
LSS makes annual raises a priority for employees
Employee Assistance Program
Service Awards and Recognition
EDUCATION AND/OR EXPERIENCE This position requires a High School diploma; Associate’s Degree in Information Technology preferred. A minimum of 1 year of IT support experience; or a related combination of education and / or experience. Prefer strong experience providing end‑user IT support and customer service. Requires excellent problem‑solving and analysis skills. Strong organizational and planning skills. Detail oriented mindset is a must. Excellent customer service skills a must.
Requires various skills and abilities to include leadership skills, negotiation skills, problem‑solving skills, and the ability to interpret cause and effect. Ability to perform responsibilities within scheduled time frames and with a high degree of accuracy. Demonstrate strong analytical skills. Demonstrate resourcefulness in developing solutions. Ability to prioritize and handle multiple tasks concurrently.
SKILLS
Excellent verbal and written communication skills
Knowledge of support and troubleshooting techniques for the following:
Enterprise and standalone Windows 7 PCs
Peripherals (printer, scanner, etc.)
Small networks including DSL configurations, Broadband, and secure WiFi
Microsoft productivity software (Office 2010)
Basic Active Directory experience
Understanding of Exchange distribution groups and resources
Strong Organizational Skills
Ability to explain IT concepts to non-IT professionals, notably with end user training and coaching
Ability to handle several issues at the same time
CERTIFICATES, LICENSES, REGISTRATIONS Must have a valid driver’s license and have reliable transportation to perform the essential duties of the role; a motor vehicle check (MVR) with a satisfactory driving record per the LSS Driver Safety Procedure is required, and ability to meet LSS auto insurance requirements.
TRAVEL Ability to travel on day trips as required. Some overnight travel may be required.
Lutheran Social Services of Wisconsin & Upper Michigan is an Equal Opportunity Employer (EOE). Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. 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.
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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 voicemails 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
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 elevate 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‑payment plan.
LSS Clinical Managers (supervision@lsswis.org) and Human Capital employees can assist you in applying for this benefit.
Flex Spending for Dependent & Health Care
Paid Time Off
10 Paid Holidays
Ability to Contribute to 403B
LSS makes annual raises a priority for employees
Employee Assistance Program
Service Awards and Recognition
EDUCATION AND/OR EXPERIENCE This position requires a High School diploma; Associate’s Degree in Information Technology preferred. A minimum of 1 year of IT support experience; or a related combination of education and / or experience. Prefer strong experience providing end‑user IT support and customer service. Requires excellent problem‑solving and analysis skills. Strong organizational and planning skills. Detail oriented mindset is a must. Excellent customer service skills a must.
Requires various skills and abilities to include leadership skills, negotiation skills, problem‑solving skills, and the ability to interpret cause and effect. Ability to perform responsibilities within scheduled time frames and with a high degree of accuracy. Demonstrate strong analytical skills. Demonstrate resourcefulness in developing solutions. Ability to prioritize and handle multiple tasks concurrently.
SKILLS
Excellent verbal and written communication skills
Knowledge of support and troubleshooting techniques for the following:
Enterprise and standalone Windows 7 PCs
Peripherals (printer, scanner, etc.)
Small networks including DSL configurations, Broadband, and secure WiFi
Microsoft productivity software (Office 2010)
Basic Active Directory experience
Understanding of Exchange distribution groups and resources
Strong Organizational Skills
Ability to explain IT concepts to non-IT professionals, notably with end user training and coaching
Ability to handle several issues at the same time
CERTIFICATES, LICENSES, REGISTRATIONS Must have a valid driver’s license and have reliable transportation to perform the essential duties of the role; a motor vehicle check (MVR) with a satisfactory driving record per the LSS Driver Safety Procedure is required, and ability to meet LSS auto insurance requirements.
TRAVEL Ability to travel on day trips as required. Some overnight travel may be required.
Lutheran Social Services of Wisconsin & Upper Michigan is an Equal Opportunity Employer (EOE). Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. 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.
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