Service Desk Analyst

Description

• Are you the person friends and family call when their tech stops working? 
• Do you get a kick out of solving a problem on the first call and hearing the relief in someone's voice? 
• Are you looking to start your IT career somewhere with a clear path into NOC and Engineering, not a dead-end support queue?

If that sounds like you, keep reading.

Why SSR

SSR Total IT is a 30-year-established MSP where the Service Desk is the front door to everything we do. You'll be the first person our clients talk to, the one who answers the call, triages the ticket, and gets 170+ small and mid-sized businesses, 3,000+ end users, and 2,000+ systems across Wisconsin back up and running. If you want a role where every day brings something new and every client interaction matters, this is that seat.

We work across five divisions, Procurement, Operational Excellence, Managed Services, Applications & Analytics, and Infrastructure & Security Engineering, so you'll touch a wide range of technology while helping clients modernize and secure their environments.

Our culture runs on five values: Client Driven, Elevate Others, Do the Right Thing, Thirst for Knowledge, and Professionalism.

The Role

We're looking for a Service Desk Analyst in the Milwaukee/Brookfield area to be the trusted first responder for our clients. 

You'll own the client's first impression of SSR, triaging, troubleshooting, and resolving day-to-day technical issues, and you'll know when a request needs to go to the NOC or Engineering. You'll work across desktops, core networking, Microsoft 365, and everyday business applications, collaborating closely with the NOC, Field Engineering, and account managers to keep the client experience smooth and professional.

What You'll Do

• Serve as the first point of contact for client support requests, triaging and prioritizing tickets and escalating as needed
• Monitor phones, ticket queues, and dashboards, responding to clients in a timely and professional way
• Provide remote support for desktops, laptops, servers, networking, switches, firewalls, and related infrastructure
• Handle system setup, imaging, software installation, staging, and deployment
• Coordinate escalations between the Service Desk, NOC, Field Engineering, and other internal teams
• Document resolutions and contribute to our internal knowledge base
• Spot ticket trends and recurring issues and recommend improvements to leadership
• Provide after-hours support as required

Requirements

Qualifications

Required:

• 2+ years of experience in a technical Help Desk or IT support environment
• Windows 10/11, Microsoft Office, Active Directory, Microsoft 365, macOS, and Google Workspace experience
• Working knowledge of DNS, VPNs, Remote Desktop Services (RDS), and networked printers
• Networking fundamentals, including LAN troubleshooting and recognizing when WAN issues are impacting service
• Strong communication skills and the ability to explain technical issues in plain language
• Strong problem-solving, time management, and prioritization skills in a fast-paced environment

Preferred:

• Associate degree in IT or equivalent from a two-year college or technical school
• Certifications (CompTIA A+, Network+, Security+, Microsoft, Google IT Support, etc.)
• Experience with MFA, endpoint protection, phishing prevention, password management, backup, monitoring, patching, and identity management tools

How This Role Fits Within Our Team

Help Desk ? NOC ? Engineers ? Senior Engineers ? Engineering Leadership

Our Service Desk handles first-response support and keeps clients productive day to day, while the NOC monitors client environments and engineers take on complex troubleshooting and infrastructure projects. This role is where that path starts, with hands-on exposure across many client environments and a real foundation for advancing into NOC or Engineering.

Benefits

• 401(k) + Profit Share
• Quarterly Bonus Program (SSR Share)
• Health, Dental, Vision, Life & Disability Insurance
• Paid Time Off & Company Holidays
• Training & Professional Development