IT Desktop Support Technician - Level 2

Job Description

Our client, a family-owned distributor of janitorial and packaging supplies and equipment, is seeking to hire an IT Desktop Support Technician – Level 2 to work on-site at their New Berlin, WI location. This role serves as the primary IT contact across the company, providing technical support to staff and ensuring smooth daily IT operations. This position is full-time, Monday - Friday from 8 : 00 am - 5 : 00 pm , with occasional overtime as needed and minimal travel to other company locations (typically once per year). The IT Desktop Support Technician is the first point of contact for end-user technical support. This role involves troubleshooting hardware, software, network access, mobile devices, printers, phones, and ERP-related issues as well as all Microsoft office applications. The Technician will manage service requests using Freshworks (ticketing system) and support ERP-related tasks in S2K . The role also involves collaborating with vendors or third-party IT providers and participating in process improvement initiatives.

Key Responsibilities :

• Provide day-to-day technical support to staff for computers, printers, scanners, phones, and mobile applications.
• Troubleshoot hardware, software, network, and access issues; escalate incidents when necessary.
• Manage and resolve service tickets using Freshworks ticketing system.
• Assist with computer setup, imaging, and user account provisioning / deprovisioning.
• Support ERP system-related issues using S2K.
• Participate in IT process improvement initiatives to increase efficiency and reduce recurring issues.
• Maintain accurate documentation of support activities, incidents, and resolutions.
• Provide ad-hoc training to staff on desktop, security, productivity, and telecommunication tools.
• Assist with system or network maintenance, including occasional after-hours work.
• Support IT asset management, including phones, tablets, and other devices.
• Monitor security compliance and assist with access management as needed.
• Coordinate with vendors or third-party IT support as required.

Qualifications :

Preferred :

Work Environment :