Service Desk Associate

Service Desk Associate

Location: Milwaukee, WI

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 5 months (with potential for extension)
• Pay Rate: $30.00 / Hour (USD)
• Shift / Schedule: Monday to Friday, 8-hour shifts between 7:00 AM and 5:00 PM CT based on business needs
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

TheService Desk Associate will provide professional and efficient technical solutions for PC Hardware imaging responsibilities and customer service requests / incidents within the Service Desk team. Under limited supervision, this role will collaborate with all members of the Service Desk to investigate technical problems. The Service Desk Associate will also collaborate with various teams for technical investigations as needed.

Key Responsibilities

• PC Hardware imaging responsibilities and handling customer service requests / incidents within the Service Desk team.
• Troubleshoot customer incidents to resolve PC hardware or technology problems.
• Documenting support related knowledge articles for purpose of improved service quality.
• Troubleshoot complex day-to-day software or hardware problems with desktops and peripherals.
• Provide installation and support of all supported software and hardware, including desktop configurations.
• TroubleshootMicrosoft Windows 11 and future Windows releases of desktop versions.
• Providing courteous and professional communication with clients and internal departments.
• Troubleshoot network connectivity problems for computers.
• Provide project assistance when requested.
• Network configuration and problem solving in Windows and Citrix environments (wired and wireless).
• Provide accurate incident management reporting as required by using ticketing system.
• Keep up-to-date with technical changes that affect user community.
• Any other PC hardware or Service Desk duties as assigned.

Required Skills

• 2 or more years' experience in Service Desk/Help Desk environments.
• Experienced in various PC imaging technology and End User Computing tools such as:SCCM (Microsoft Configuration Manager), Windows PE imaging, ServiceNow, Citrix, Bomgar, Microsoft Office 365, AWS Connect Call Center.
• High technical proficiency in supporting end user equipment types (laptops, desktops, printers, mobile devices, etc.).
• At least 2 years' experience supporting end users and systems, either on-site and remotely (e.g. Windows 11, Citrix published desktop and applications, Microsoft Products, SharePoint, and Active Directory accounts).
• At least 2 years' experience supporting various operating systems (Windows 10 or 11, Windows PE imaging).
• Extensive experience using Microsoft Office products (Excel, Word, Outlook, PowerPoint, etc.).
• Experience managing hardware and software assets using IT Asset Management best practices.
• Extensive experience troubleshooting wide range of technical issues related to but not limited to: applications, files and directories, OS errors, internet issues, etc.
• Experience communicating clearly, professionally, and efficiently with end users and business partners.

Preferred Skills

• Strong understanding of best practices in relation to end user computer usage and maintenance.
• Strong understanding of PC imaging technology and End User Computing tools such as: SCCM (Microsoft Configuration Manager), Windows PE imaging, ServiceNow, Citrix, Bomgar, Microsoft Office 365.
• Strong working knowledge of troubleshooting endpoint network connectivity, VPN and two factor authentication workflows.
• Strong working knowledge in Windows 10 and 11 operations.
• Demonstrate genuine interpersonal and written communication skills.
• Ability to translate information in written and verbal form to both technical and non-technical audiences.
• Ability to work with little or no supervision from direct leader.
• Ability to work in a high-volume, highly technical environment.
• Demonstrate a strong customer-service centric approach.
• Ability to self-motivate, work independently, and take ownership of job responsibilities to deliver on expectations.
• Natural problem solver and innovator.
• Ability to multitask, switch focus and identify urgency in customer incidents.
• Excellent verbal and written communication skills.
• Self-starter, take initiative and strong appetite for learning.
• A service-oriented attitude with the utmost discretion in handling sensitive/private information through technical issues and other matters.

Education Requirements

• Associate or bachelor's degree; or 2 or more years related experience and/or training from a technical school.

Required Experience

• 2 or more years' experience in Service Desk/Help Desk environments.
• At least 2 years' experience supporting end users and systems, either on-site and remotely (e.g. Windows 11, Citrix published desktop and applications, Microsoft Products, SharePoint, and Active Directory accounts).
• At least 2 years' experience supporting various operating systems (Windows 10 or 11, Windows PE imaging).

Nice-to-Have Experience

• Hands-on experience with Service Desk and Help Desk operations.
• Hands-on experience with PC imaging and deployment.
• Hands-on experience with ServiceNow.
• Hands-on experience with SCCM/Microsoft Configuration Manager.
• Hands-on experience with enterprise desktop support.
• Hands-on experience with end-user support in a corporate environment.

Work Environment / Physical Requirements

• The position is predominantly stationary to computer workstation operations.
• This position is onsite in the office 5 days per week.
• Manual dexterity and sitting is required in carrying out the position responsibilities (i.e., use of personal computer).

Important Notes

• Tier 1 background check required.
• Interview process: 1 interview – virtual.

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading global organization in thefinancial services industry, offering insurance, investments, and asset management solutions across multiple markets. They employ a diverse range of professionals — including IT support specialists, service desk associates, financial analysts, and technology engineers — who collaborate to deliver services to clients worldwide.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-16241

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