Service Desk Analyst
Summary
Onsite Service Desk Analyst at SSR Total IT, a 30-year MSP in the Milwaukee/Brookfield, WI area. You're the first point of contact for 170+ client businesses, triaging tickets and resolving issues across desktops, networking, firewalls, and Microsoft 365, with escalation paths into the NOC and Engineering teams.
- 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