IT Service Desk Analyst

About the Role

Bring your curiosity communication skills and problem-solving mindset to Bairds IT Service Desk. As the first point of contact for our associates youll play a critical role in ensuring their technology works seamlessly so they can focus on serving our clients.

This role offers hands-on experience with enterprise IT systems mentorship from experienced teammates and opportunities to grow your career. Youll not only troubleshoot and resolve issues but also deliver excellent service that builds trust and strengthens relationships.

Baird is a people-first organization that values collaboration learning and continuous improvement. When you join our IT Service Desk youll become part of a supportive team that invests in your growth and celebrates your success.

If you enjoy helping others want to deepen your IT expertise and are looking for a place to grow your career in a collaborative and professional environment wed love to hear from you.

This opportunity is hybrid working a combination of remote and in-office at our headquarters in Milwaukee WI. We offer a collaborative culture with a continuous learning agile/lean environment and adding value to the Baird business.

The Impact Youll Make:

Incident Resolution & Request Fulfillment:

• Act as the first point of contact to provide first- and second-level IT support to associates and other stakeholders.

• Support associates primarily through phone chat and online tools taking ownership of issues from initial contact through to resolution.

• Diagnose and troubleshoot problems escalating when necessary while maintaining full communication with the client.

• Analyze ticket history and client context to ensure informed problem-solving.

• Leverage data and analytic tools to review ticket machine and user experience history when troubleshooting.

• Thoroughly document all actions current state and resolution steps during the lifecycle of every request or incident.

• Contribute to the upkeep and creation of knowledge base articles.

Team Collaboration:

• Identify and communicate opportunities for continuous improvement within the Service Desk.

• Share knowledge and contribute to the training and onboarding of new teammates.

• Participate in quarterly 24/7 on-call support rotation.

• Leverage in-office days to build stronger relationships and collaborate effectively with colleagues.

Project Execution:

• Support technology implementation efforts such as office openings relocations and other small project work.

What Youll Bring to Baird

• 1-3 years of previous experience providing IT support in a similar role.

• Associate degree preferred

• Excellent written and oral communication skills.

• Exemplary customer service skills.

• Works well in a team and independently.

• Ability to learn new concepts quickly.

• Good troubleshooting and problem-solving skills

• Ability to document processes and procedures.

• Good understanding of Microsoft Windows operating systems and Microsoft Office 365 suite.

• A broad understanding of Active Directory and networking technologies and principles.

• An intellectually curious individual who is organized with a proactive approach to work.

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Baird is committed to diversity and provides employment opportunities to all employees and applicants for employment without regard to race color religion sex pregnancy citizenship national origin age disability military service veteran status sexual orientation gender identity or expression genetic information or any other status protected by law.