SSR Total IT · 7 hours ago
Help Desk Analyst
Brookfield, WI
Full-time
Onsite
Entry, Mid Level
2+ years expSuperior Support Resources, Inc. is a leading Managed Service Provider in the Milwaukee metro area, delivering cutting-edge IT solutions to small to mid-sized businesses. The Help Desk Analyst will serve as the primary point of contact for client support requests, responsible for providing high-quality technical support and ensuring a positive client experience through effective communication and troubleshooting.
Business IntelligenceData VisualizationInformation TechnologyOutsourcing
Responsibilities
Proactively triage and prioritize incoming tickets, assigning severity and escalating as appropriate to ensure a high-quality customer experience
Monitor phones, ticket queues, and dashboards, responding to client requests in a timely, courteous, and professional manner
Coordinate and manage escalations between the Help Desk, NOC, Field Engineering, and other internal teams
Provide remote support for small to medium-sized businesses (SMBs), including desktops, laptops, servers, networking, switches, firewalls, and related IT infrastructure
Perform system setup, imaging, software installation, staging, and deployment as needed
Analyze, resolve, document, and track incidents and service requests from identification through resolution, ensuring clear communication and follow-up with clients and internal resources
Maintain accurate documentation, including updating resolutions and contributing to internal knowledge bases
Identify ticket trends and service barriers and communicate insights and improvement recommendations to the Managed Services Leader
Stay current on technical knowledge and best practices required to support Help Desk services
Provide after-hours support as required
Adhere to SSR policies, procedures, confidentiality requirements, and the Code of Conduct, and perform other duties as assigned
Qualification
Required
Experience configuring, supporting, and managing Windows desktops (Windows 10 and 11), Microsoft Office, Active Directory, Microsoft 365, macOS devices, and Google Workspace within enterprise or small to mid-sized business (SMB) environments
Working knowledge of core IT services and tools, including DNS, VPNs, web browsers, Remote Desktop Services (RDS), and networked printers
Ability to work independently with strong time management, organization, and prioritization skills
Proven ability to multitask in a fast-paced IT environment while delivering high-quality customer service and collaborating effectively with a team
Strong client-facing and communication skills, with the ability to explain technical concepts to non-technical users
Solid analytical and problem-solving skills, performing well under pressure and within deadlines
Working knowledge of networking concepts, including troubleshooting LAN connectivity issues and understanding when WAN-related issues are impacting service, with the ability to adapt quickly to new technologies and diverse client environments
Preferred
Associate degree (A. A. / A. S.) in IT or equivalent from two-year college or technical school
Certifications such as CompTIA A+, Network+, Security+, Microsoft, or Google IT Support
Two or more years of experience in a technical Help Desk or IT support environment
Hands-on experience with technologies such as Multi-Factor Authentication, antivirus and endpoint protection, phishing prevention, password management, backup solutions, monitoring, patching, and identity management
Benefits
401(k) + Profit Share + Quarterly Bonus Program (SSR Share)
Health, Dental, Vision, Life & Disability Insurance
PTO & Paid Holidays
Training and Professional Development
Company
SSR Total IT
SSR is Wisconsin’s top IT Managed Services Provider (MSP).
51-200 employees
H1B Sponsorship
SSR Total IT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageLeadership Team
Sarit Singhal
CEO & President
Scott Brys
Vice President & CTO
Company data provided by crunchbase