Helpdesk & Project Support Technician

Helpdesk & 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 3–5 incidents within required timeframes.
• Required Skills
• IT support/helpdesk experience
• Strong customer service
• Ability to work in 24/7 public safety environment

Required Qualifications
• 1–3 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.