Help Desk Associate

Job DetailsJob Location: Milwaukee, WI 53205  Position Summary - The IT Help Desk Associate is an entry-level position providing basic technical support for Milwaukee College Prep’s computer systems, hardware, and software.     The Help Desk Associate will be responsible for day-to-day technical support, escalating more complex issues as needed, and helping maintain IT Asset Inventory.  Strong customer service skills and an eagerness to learn are a must, while experience within a school setting is a bonus.   Essential Duties & Responsibilities Serve as the first point of contact for all things IT related Respond to IT Tickets in a timely manner Maintain detailed documentation within tickets on issues, steps, and resolution Provide excellent customer service via email, phone, and in-person Perform troubleshooting and problem-solving through diagnostic techniques Display a professional disposition and positive attitude Escalate tickets as needed to another IT staff member or to a vendor Exercise good judgement in prioritizing tasks and assignments Ship, receive, and transport broken/repaired device inventory between campuses Other tasks as assigned Required Knowledge, Skills, & Abilities Confident use of a computer for basic everyday tasks (checking emails, managing files and folders, navigating websites, etc) Basic understanding of computer parts (keyboard, mouse, screen, USB port, etc) Comfortable adapting to new and evolving technology Ambition to grow in IT through certifications, education, and advancement opportunities Ability to explain technical concepts in simple terms for users of all skill levels Strong customer service skills, interpersonal skills, and work ethic Qualifications High School Graduate or equivalent 2+ years in any role requiring strong communication (customer service, education, etc) Experience using Windows, MacOS, or ChromeOS Operating Systems Familiarity with Google Workspace and/or Microsoft Office (Docs/Word, Sheets/Excel, & Slides/Powerpoint) Valid driver’s license, automobile insurance, and reliable transportation - position involves regular travel between each campus, including occasional transport of IT equipment and inventory   Physical Requirements Regularly required to sit, stand, and walk between work areas Ability to lift and carry up to 50lbs (for transporting IT equipment between campuses) Occasionally required to kneel, bend, or reach when installing/troubleshooting Ability to sit at a desk for prolonged periods and work on a computer