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Help Desk Administrator

    • Job Tracking ID: 512689-616628
    • Job Location: Milwaukee, WI
    • Job Level: Mid Career (2+ years)
    • Level of Education: 2 year degree
    • Job Type: Full-Time/Regular
    • Date Updated: April 13, 2018
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

This position is responsible for user desktop support, ticket triage and resolution and customer service of iCare’s end user computing platforms.

  1. Respond to requests for technical support in person, via phone, or electronically
  2. Assist in implementation and support of the iCare network and computing infrastructure plan including desktop hardware, software and applications
  3. Perform PC administration, including profile set up, imaging, troubleshooting, hardware upgrades and decommissioning
  4. Assist with hardware and software purchasing including the acquisition of quotes and placing orders
  5. Assist in small projects
  6. Ability to follow documented policies and procedures and assist with documentation of such
  7. Keeps abreast of recent technologies to support gaining efficiencies in solution acquisition and development
  8. Works in cross-functional support and project teams
  9. Follow standard help desk procedures
  10. Log all help desk interactions using the internal helpdesk software
  11. Identify, triage and escalate urgent issues

Experience and Skills:

  1. 2+ years experience working in an IT Help Desk environment.
  2. Associates degree or equivalent experience.
  3. Strong problem-solving skills, logical process thinking, and end-to-end system concepts
  4. Strong verbal and written communication skills which can clearly articulate complex concepts and ideas to all levels of the organization in both technical and non-technical terms
  5. Knowledge of Windows 7/10, Windows Server 2008/R2, Windows networking, Microsoft O365, One Drive, Skype, Cisco AnyConnect, Cisco Jabber and printer troubleshooting and management,
  6. Some hands-on experience with end-user computing technologies in the Microsoft stack
  7. Some knowledge of Microsoft Exchange, Citrix XenApp, Cisco networking, and VMware is advantageous.


  • Independent Care Health Plan
  • 1555 RiverCenter Drive, Suite 206
  • Milwaukee, WI 53212
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