Senior Desktop Support Specialist

Are you the person colleagues call when the tough tech problems come up? The Archdiocese of Milwaukee is looking for an experienced desktop support professional to keep our staff connected, productive and secure. You'll solve escalated issues, manage our laptops and desktops from setup to retirement, support Microsoft 365, and help your teammates and coworkers build their own skills along the way.

This is a hands-on role for someone who likes variety. You'll work across the Pastoral Center, cemetery offices and other sites, support people with every level of technical experience, and know that your work helps the Church carry out its mission across southeastern Wisconsin.

What You'll Do

Solve problems and keep people working

• Diagnose and resolve escalated support requests for Windows desktops and laptops, printers, peripherals and business applications, onsite and remotely
• Support Microsoft 365, including email, Teams and collaboration tools, user access, and sign-in and connectivity issues
• Troubleshoot meeting rooms and audiovisual equipment
• Spot recurring problems, find the root cause and recommend lasting fixes
• Work with IT colleagues and vendors to restore service quickly, and keep users informed until the issue is closed

Manage secure, reliable equipment

• Configure, deploy, upgrade and replace computers and peripherals using standard images and deployment tools
• Handle software installs, operating system updates, patching and configuration checks
• Support onboarding, transfers and offboarding, including equipment setup, access requests, data handling and equipment recovery
• Keep equipment records accurate, plan for replacements and coordinate repairs
• Follow endpoint protection, encryption and secure disposal standards, and report security concerns promptly

Share what you know

• Write and maintain troubleshooting guides, knowledge-base articles, deployment procedures and how-to instructions for staff
• Mentor support colleagues and help with complex troubleshooting
• Lead practical training on our tools, safe computing and common support topics
• Review support trends and recommend improvements to workflows, standard configurations and service quality
• Help the Director of IT and Technology plan and carry out technology refreshes and larger projects

What You Bring

• Associate degree in information technology or a related field, or an equivalent mix of education, training and hands-on experience
• At least five years of desktop or end-user support experience, including complex troubleshooting, endpoint deployment, Microsoft 365 support and support across multiple locations
• Advanced troubleshooting skills with Windows, hardware, peripherals, Microsoft 365 and common business software
• Working knowledge of networking basics, identity and access management, multifactor authentication, endpoint security and secure data handling
• Excellent customer service and communication skills, with a talent for explaining technical issues in plain language
• Ability to juggle competing priorities, work independently and collaborate well with colleagues and vendors
• Discretion with confidential information and respect for the mission and values of the Archdiocese

Nice to Have

• Experience with endpoint management tools
• Experience with ticketing and asset management systems
• A track record of building knowledge bases or documentation libraries
• Experience mentoring or training other support staff

Work Environment

This position is primarily office-based, providing onsite and remote support for our central offices and our cemetery and mausoleum offices. Local travel between sites is part of the job, so reliable transportation is required.

Why Join Us

At the Archdiocese of Milwaukee, your technical skills support people who serve parishes, schools, families and communities throughout the region. You'll join a collaborative team that values professionalism, respect and service, and you'll have real influence over how technology support works here. We have competitive benefits including health insurance, 403b, pension, and tuition assistance for children attending Catholic schools.