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IT Helpdesk Technician

IT Helpdesk Technician

Job ID 
# of Openings 
Job Locations 
US-WI-New Berlin
Posted Date 
Digital Solutions / IT

More information about this job


The GMR Helpdesk is comprised of an outsourced level 1 call center, plus onsite level 1-3 technicians. There are opportunities to be exposed to a wide variety of technologies, and to work in a dynamic, team focused environment.

The role of a Tier 2 Help Desk Technician will provide support to our users by offering professional, courteous and prompt technical support via phone, remote administration or in person including problem definition, prioritization, analysis, re-creation, resolution, and escalation to Tier 3 technicians as needed.


  • Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware.
  • Provide assistance by phone, email and/or using ticketing management system.
  • Track issues to resolution.
  • Update the internal knowledgebase with issue resolution details.
  • Track user account creation, changes and deletions.
  • Perform password resets.
  • Support computers, laptops, tablets, smart phones and applications.
  • Perform computer imaging and user data migrations.
  • Perform configuration of network devices for client events.
  • Maintain user accounts including rights, permissions and systems groups.
  • Escalate problems as required to Tier 3 and Network Support teams.
  • Quickly and accurately determine incident scope and impact.
  • Assist with process automation via Powershell.
  • Assist with some network administration duties such as managing backup tape rotations.
  • Other duties as assigned.



  • Associates Degree in Computer Science, Information Systems or equivalent experience.
  • At least 1-3 years experience providing computer hardware and software support, preferably in a multi-office environment.
  • Ideal candidate would be responsible, dependable and have a strong aptitude to learn and have great customer service skills.
  • A strong work ethic and proactive customer service orientation.
  • Strong communication, time and project management skills.
  • Knowledge of Microsoft Windows operating systems including Windows 7, 8 & 10.
  • Knowledge of Macintosh OS X operating system a strong plus.
  • Knowledge of Microsoft Office software including 2013 and 2016.
  • Knowledge of Microsoft Outlook and its operation in an Office 365 environment.
  • Knowledge of Windows Active Directory concepts such as permissions and group memberships.
  • Ability to troubleshoot hardware and software problems.
  • Ability to troubleshoot basic TCP/IP networking problems using tools such as ipconfig, ping and nslookup.
  • Ability to present technical information in easily understood terms in both verbal and written form.
  • Ability to work under and meet deadlines.

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