Service Desk Analyst (Milwaukee, WI - Hybrid)

Service Desk Analyst (Milwaukee, WI - Hybrid)

What to expect when you join the Sikich family

Team members at Sikich have a lot in common while also being part of a rich and varied group of contributors, creating a distinct and thriving culture. Chief among our commonalities is a desire for growth and a shared unity of purpose in our professional lives. We believe that through various perspectives, challenging the status quo and rewarding action, we accelerate innovation and drive growth - for our clients, for ourselves and for our communities.

The professional services landscape continues to evolve. For Sikich, this means we have an opportunity to further cement our leadership position in this industry and continue to grow our organization in increasingly exciting ways. This growth is meaningful for every team member at our company because larger companies simply see more interesting client opportunities and can attract impressively talented individuals like you. Through a dedicated focus on key business priorities and intentionally creating a rewarding employee experience, Sikich has developed into a highly regarded provider of professional services and a sought-after employer of choice.

Do you want to work with other skilled practitioners and serve clients in a way that makes a difference? Are you seeking a supportive environment backed by a deep and extensive set of skillsets? Are you ready to make an impact and be acknowledged for your contributions? If you answered yes to these questions, we see a mutually beneficial and gratifying relationship on the horizon!

Are you ready to grow with us?

Position Summary

Our Milwaukee, WI office is presently seeking a Service Desk Analyst. This role provides vital assistance supporting our end-user hardware locally, as well as contributing to our expansive decentralized Service Desk team, which currently extends its services to approximately 1,600 individuals across multiple time zones.

What will you do in this role?

• Workstation configuration and deployments
• Assisting with Move, Add, Changes of various Hardware
• Manage repairs and replacements by liaising with our vendors or main office
• Maintain an accurate record of asset transfers
• Identify and contribute to efficiency improvements across various operations
• Conduct thorough troubleshooting of hardware and software issues, determining scope and impact, and escalating complex or widespread problems to appropriate teams when necessary
• Serve as the primary point of contact for end-users, providing exceptional customer service, managing expectations, and ensuring clear communication in all interactions
• Efficiently manage and resolve incoming incidents and service requests within established Service Level Agreements (SLAs), proactively following up on open tickets until resolution or appropriate escalation
• Manage all tickets until they are resolved or escalated
• Use the available tools and resources at your disposal prior to escalation
• Actively contribute to and maintain internal technical knowledge documentation based on new learnings and common issues
• Oversee and coordinate inbound support requests while fulfilling the coordinator role
• Participate in the on-call rotation
• Travel to other offices to assist with project work as needed
• Represent and promote the Service Desk, while enhancing the overall customer experience and contributing to its ongoing growth

Qualifications:

• Previous experience in a professional setting, offering general assistance to customers
• Capability to work remotely with minimal direct supervision
• Exceptional verbal and written communication skills and customer service proficiency
• Foundational knowledge of computing fundamentals (Windows 11, Microsoft 365)
• Maturity and interpersonal skills required to handle potentially challenging situations professionally
• Strong analytical and critical thinking skills with a proactive approach to identifying and resolving recurring issues
• Enthusiasm and capacity to learn IT support functions and processes
• Demonstrated ability to manage time effectively, prioritize tasks, and work efficiently under pressure
• Formal education in Information Technology (preferred)
• Previous role in the field (preferred)
• A+ and/or Network+ certifications (preferred)
• Prior experience at a professional services organization (preferred)

In addition, specific skills/experience required are as follows:

• Servant Leader - You are hyper focused on engaging employees, fostering their development, and building a positive culture.
• Solutions Focused - You see opportunities in every business problem and can develop, articulate, and implement solutions.
• Collaboration - You are a relationship builder across all levels of the organization and across all business units.
• Instills Trust - You do what you say, and you follow through on commitments, you act with integrity, you are consistent and are perceived as credible.
• Impact & Influence Thinking - You gain support for ideas, proposals, and solutions, and get others to act, with or without formal authority, to advance initiatives/objectives.

About Sikich

Sikich is a global company specializing in Accounting, Advisory, and Technical professional services. With employees across the globe, Sikich ranks as one of the largest professional services companies in the United States. Our comprehensive skillsets, obtained over decades of experience as entrepreneurs, business owners and industry innovators, allow us to provide insights and transformative strategies to help strengthen every dimension of our clients' businesses.

Sikich Total Rewards

Our team members enjoy expansive benefits ranging from competitive compensation and insurance options to wellness programs and a flexible time off policy, to name only a few. Sikich also takes pride in prioritizing team members' health, total wellbeing and time spent with family, friends and in the pursuit of personal goals, hobbies, and endeavors.

In compliance with this state's pay transparency laws, the midpoint of the hourly range for this role is $27.88/hr. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location.

Some examples of our many benefits:

• Sikich maintains a Flexible Time Off (FTO) Policy. We encourage every full-time employee, as your role permits, to utilize paid time off (personal time, mental/physical health care, vacation, sick leave, etc.). Waiting for time off to accrue is common at other companies. At Sikich, you do not have to wait for this benefit to kick in. FTO is activated on your first day with our organization.
• Sikich will also recognize paid holidays during the year and strives to permit employees to have time off the last week of the calendar year when client and project work permits.
• Sikich offers a comprehensive wellness program to engage, challenge and empower team members to take responsibility for their wellbeing. Activities can be tracked through our wellness provider to obtain gift cards and other rewards.

We also offer:

• Flexible work arrangements
• Health, dental, vision, life, and accident/death/disability insurance options
• HSA employer contribution
• Nine (9) paid holidays annually.
• A robust paid Parental Bonding Leave program covering birth, adoption, and foster children.
• 401(k) with employer contributions
• CPA bonus with four (4) paid exam days & four (4) paid study days.
• Tuition reimbursement
• Generous employee referral bonus program
• Client referral bonus program
• Pet insurance
• FORCE - Sikich community volunteer program enabling each team member to use up to four hours of paid time annually to volunteer and make a difference in their local communities.

Want to learn more? Visit our Careers website or Glassdoor profile.

Sikich is an Equal Opportunity Employer M/F/D/V

*Official correspondence will come from a Sikich.com email address and applicants/candidates are invited to contact us directly to verify communications

Sikich currently practices in an alternative practice structure in accordance with the AICPA Professional Code of Conduct and applicable law, regulations, and professional standards. Sikich CPA LLC is a licensed CPA firm that provides audit and attest services to its clients. Sikich LLC has a contractual arrangement with Sikich CPA LLC under which Sikich LLC provides Sikich CPA LLC with professional and support personnel and other services to support Sikich CPA LLC's performance of its professional services, and Sikich CPA LLC shares certain client information with Sikich LLC with respect to the provision of such services.

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