Helpdesk & Project Support Technician

Job Description

Job DescriptionHelpdesk & Project Support Technician
Location: Onsite - Kenosha, WI
Schedule: On-site during business hours;
remote/on-call after hours Support Model: Participates in after-hours
rotation Clearance: Must meet FBI CJIS Security Policy requirements

Role Summary
Provides first-line support for hardware, software, and network issues and
assists with IT project coordination.

Key Responsibilities
Provide on-site helpdesk support during business hours and remote
support after hours.
Support mission-critical and standard systems.
Support workstation setup, imaging, patching, antivirus, and break/fix.
Assist with server and network troubleshooting.
Support backup and recovery requests.
Assist with reporting and issue escalation for system interfaces.
Support annual inventory and lifecycle management.
Administer helpdesk ticketing system and generate monthly reports.
Support cybersecurity training coordination and MFA management.
Respond to Priority 35 incidents within required timeframes.
Required Skills
IT support/helpdesk experience
Strong customer service
Ability to work in 24/7 public safety environment

Required Qualifications
13 years of IT support or helpdesk experience.
Strong troubleshooting and customer service skills.
Experience with ticketing systems and reporting.
Ability to support 24/7 operational environments when needed.

Preferred Qualifications
Experience in public safety, government, or 24/7 environments.
Familiarity with CJIS Security Policy.