Job Description
Job Description:
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Desktop Support Specialist – Wisconsin Office
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Job Summary
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The Desktop Support Specialist role provides hands-on, second-level technical support for end users in the Merz North America offices located in Franksville, Wisconsin and Sturtevant, Wisconsin. This role is a critical part of the onsite IT presence, ensuring reliable technology services and a positive end-user experience for the Merz North America Wisconsin offices.
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Job Functions and Responsibilities
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• Provide onsite Level 2 support for desktops, laptops, peripherals, telephony, mobile devices, and collaboration technologies, including advanced troubleshooting and issue resolution.
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• Perform installation, imaging, configuration, and deployment of end-user hardware and software, including Windows and Apple-based devices.
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• Act as the onsite escalation point for unresolved L1 incidents, ensuring timely resolution and clear communication.
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• Support new hire onboarding and employee offboarding activities, including device provisioning, account setup coordination, training, asset recovery, and secure data handling.
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• Deliver white-glove, executive-level IT support for local leadership and visiting executives, including rapid response and proactive issue prevention.
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• Manage assigned incidents, service requests, and tasks within the ITSM platform, meeting or exceeding defined SLAs and customer satisfaction targets.
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• Participate in Priority 1 (major) incident response, assisting with issue triage, onsite coordination, root cause analysis, and post-incident follow-up.
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• Provide onsite support for conference rooms, training rooms, and AV systems, including Microsoft Teams Rooms and other collaboration technologies.
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• Coordinate with global and regional IT teams (L1, L3, infrastructure, security, and vendors) to resolve cross-functional issues.
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• Maintain accurate documentation of incidents, solutions, asset inventory, and standard operating procedures.
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• Ensure compliance with company Information Security policies, device standards, and data protection requirements.
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• Support local IT projects, office moves, technology refreshes, and site initiatives as required.
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• Participate in on-call or after-hours support rotations as needed to support business continuity.
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• Perform additional duties assigned by IT Service Delivery leadership.
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Job Requirements and Qualifications
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• 2–4 years of progressively responsible experience in desktop support, onsite IT support, or service desk environments.
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• Demonstrated experience providing onsite Level 2 support and acting as an escalation point for complex technical issues.
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• Experience supporting executive or VIP users in a professional services or corporate environment preferred.
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• Strong working knowledge of:
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o Windows 10 and Windows 11
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o Microsoft 365 applications and services
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o Active Directory and user/device management
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o Mobile device platforms (iOS and iPadOS)
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o Collaboration and AV solutions (Microsoft Teams, Teams Rooms, Webex, or similar)
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• Hands-on experience with ITSM ticketing systems and incident/problem/change processes.
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• Excellent customer service mindset with strong verbal and written communication skills.
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• Ability to prioritize work, manage multiple issues simultaneously, and balance urgency with sound judgment.
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• Strong attention to detail and commitment to documentation and process adherence.
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• Ability to work independently onsite while collaborating effectively with remote teams.
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• High school diploma or equivalent required.
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• Bachelor's degree in information technology, Computer Science, or a related field preferred.
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Work Environment
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• Onsite role based in the Sturtevant, Wisconsin office; travel to the Franksville, Wisconsin office as required.
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• Frequent interaction with end users, local leadership, and visiting executives.
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• Occasional lifting and movement of IT equipment (laptops, monitors, peripherals).
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• May require occasional after-hours or weekend support during critical incidents or planned activities.
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Work Location: Des Moines, IA