IT Help Desk Support Engineer

We are looking for an IT Help Desk Support Engineer to provide Level 1 IT support for approximately 110 users across North America. The role will support both a manufacturing facility in Milwaukee and distributed sales users across multiple U.S. states.

Responsibilities:
-Provide Level 1 remote IT support via phone, email, and ticketing system.
-Troubleshoot PCs, laptops, printers, networks, software, and basic hardware issues.
-Support user onboarding, software installation, account setup, and basic access issues.
-Monitor and escalate network, firewall, switch, and infrastructure issues to the appropriate technical teams.
-Conduct weekly/bi-weekly onsite IT inspections at the Milwaukee manufacturing facility.
-Provide onsite support for urgent factory IT incidents when required.
-Maintain IT asset and equipment inventories and documentation.
-Follow established IT support procedures, SLAs, and escalation processes.
-Coordinate with the Shanghai IT team for after-hours support and issue escalation.

Qualifications:
-Two+ years of experience in IT Help Desk, Desktop Support, or MSP environments.
-Strong troubleshooting skills across Windows PCs, Microsoft 365, networking, and common business applications.
-Basic understanding of LAN/WAN, switches, firewalls, Wi-Fi, and endpoint management.
-Good communication and customer-service skills.
-Ability to work independently and coordinate with offshore/global IT teams.
-Willingness to travel locally to the Milwaukee manufacturing site as needed.
-CompTIA A+, Network+, Microsoft, or equivalent certifications are a plus. 

Pay rate:  $40-$43/hour

SoftStone is a global IT service and consulting company that creates value and drives success through technology solutions, service excellence, and digital innovation. We specialize in web and application development, software testing and support, data and content management, digital experience, accessibility, and data for machine learning and AI. With 20 delivery centers and more than 90,000 employees worldwide, iSoftStone is proud to serve some of the world’s most well-known businesses, including 90+ Fortune Global 500 companies. 

Visit us at https://www.isoftstoneinc.com. 

iSoftStone is committed to the practice of equal opportunity for all its employees and applicants in employment, and does not discriminate on the basis of race or ethnicity, color, age, national origin, religion, creed, marital status, sex, pregnancy, gender, gender identity, sexual orientation, status as an honorably discharged veteran or disabled veteran or military status, political affiliation or belief, citizenship/status as a lawfully admitted immigrant authorized to work in the United States, or presence of any physical, sensory, or mental disability. In addition, reasonable accommodation will be made for known physical or mental limitations for all otherwise qualified persons with disabilities.