Intermediate Help Desk Analyst:
On behalf of our Biotechnology client, Procom is searching for an Intermediate Help Desk Analyst for a permanent role. This position is an onsite position at our client’s Sturtevant, Wisconsin 53177 office.
Intermediate Help Desk Analyst - Job Description:
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.
Intermediate Help Desk Analyst - Responsibilities:
- Provide onsite Level 2 support for desktops, laptops, peripherals, telephony, mobile devices, and collaboration technologies, including advanced troubleshooting and issue resolution.
- Perform installation, imaging, configuration, and deployment of end-user hardware and software, including Windows and Apple-based devices.
- Act as the onsite escalation point for unresolved L1 incidents, ensuring timely resolution and clear communication.
- Support new hire onboarding and employee offboarding activities, including device provisioning, account setup coordination, training, asset recovery, and secure data handling.
- Deliver white-glove, executive-level IT support for local leadership and visiting executives, including rapid response and proactive issue prevention.
- Manage assigned incidents, service requests, and tasks within the ITSM platform, meeting or exceeding defined SLAs and customer satisfaction targets.
- Participate in Priority 1 (major) incident response, assisting with issue triage, onsite coordination, root cause analysis, and post-incident follow-up.
- Provide onsite support for conference rooms, training rooms, and AV systems, including Microsoft Teams Rooms and other collaboration technologies.
- Coordinate with global and regional IT teams (L1, L3, infrastructure, security, and vendors) to resolve cross-functional issues.
- Maintain accurate documentation of incidents, solutions, asset inventory, and standard operating procedures.
- Ensure compliance with company Information Security policies, device standards, and data protection requirements.
- Support local IT projects, office moves, technology refreshes, and site initiatives as required.
- Participate in on-call or after-hours support rotations as needed to support business continuity.
- Perform additional duties assigned by IT Service Delivery leadership.
Intermediate Help Desk Analyst - Mandatory Skills:
- 2–4 years of progressively responsible experience in desktop support, onsite IT support, or service desk environments.
- Demonstrated experience providing onsite Level 2 support and acting as an escalation point for complex technical issues.
- Strong working knowledge of Windows 10 and Windows 11, Microsoft 365 applications and services, Active Directory and user/device management, mobile device platforms (iOS and iPadOS), and collaboration and AV solutions (Microsoft Teams, Teams Rooms, Webex, or similar).
- Hands-on experience with ITSM ticketing systems and incident/problem/change processes.
- Excellent customer service mindset with strong verbal and written communication skills.
- Ability to prioritize work, manage multiple issues simultaneously, and balance urgency with sound judgment.
- Ability to work independently onsite while collaborating effectively with remote teams.
Intermediate Help Desk Analyst – Nice-to-Have Skills:
- Experience supporting executive or VIP users in a professional services or corporate environment.
- Strong attention to detail and commitment to documentation and process adherence.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
Intermediate Help Desk Analyst – Assignment Length:
This is a 6-month contract position.
Intermediate Help Desk Analyst - Start Date:
ASAP
Intermediate Help Desk Analyst - Assignment Location:
Sturtevant, Wisconsin, 53177 onsite role with travel to the Franksville, Wisconsin office as required.
