Service Desk Technician I

Location: Menomonee Falls, WI | hybrid

Department: Service Delivery

Reports to: Service Delivery Manager

Status: full-time, exempt or non-exempt (dependent on availability)

About Us:

ValorTech is a veteran-owned Managed Security Services Provider (MSSP) founded in 2017. We deliver enterprise-grade cybersecurity and managed IT solutions to organizations across Wisconsin and the greater Midwest. As a SOC 2 Type II compliance provider, we are committed to the highest standards of security, reliability and data protection.

Our veteran roots shape our culture of discipline, integrity and mission focus—values that carry through in how we protect and support our clients. We take pride in not only safeguarding organizations against evolving cyber threats, but also in building long-term partnerships that help them grow securely and confidently.

A four-time consecutive winner of Milwaukee Business Journal’s Best Places to Work, we foster a team-first environment where innovation, professional growth and client success thrive. This balance of technical excellence and people-first values makes us a trusted partner for businesses looking to strengthen their security posture while working with a team that truly cares.

About the Role:

The Service Desk Technician I is an entry-level position responsible for handling first-level support of service requests in a professional and timely manner. This relates to all technology, including workstations, servers, printers, networks, and vendor-specific hardware and software.

What You’ll Do:

· Provide support relating to technical issues involving Valor Technologies’ and client’s core business applications and operating systems

· Basic technical support for network components: WAN and LAN connectivity, home internet firewalls and security profile maintenance

· Basic implementation and support for VPN, remote access applications, etc.

· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly via service tickets

· Maintain client system documentation

· Communicate with clients as required, keeping them informed of incident progress, impending changes and agreed upon outages

· Maintain a consistent sense of urgency and professionalism to ensure outstanding customer satisfaction

· Consistently exhibit a sense of urgency with regards to customer requests

· Work in a team and communicate effectively

· Work with the Service Delivery Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently

· Escalate service requests that require additional expertise to higher-level service desk support

· Responsible for entering time and expenses in Valor Technologies’ PSA system as they occur

· Understand business processes and complete work following company guidelines

· Enter all work as service tickets in Valor Technologies’ ticketing system

· Identify client and service delivery areas of improvement

· Assist in client solution and service delivery team deployments

· Other tasks as assigned

· Participate in an on-call rotation

Qualifications:

· High school diploma

· One (1) year of IT or related experience, or actively pursuing an associate’s or bachelor’s degree in a related field

· Computer or network security certifications/courses taken into consideration

Preferred Skills:

· Experience with PSA software

· Competent understanding of current Windows and Mac workstation operating systems, business applications and accessories

· Competent understanding of current Android and Apple mobile operating systems and basic troubleshooting

· Demonstrated technical problem-solving skills

· Ability to multitask and adapt to changes quickly

· Ability to match resources to technical issues appropriately

· Service awareness of the organization’s key services for which support is being provided

· Understanding of IT support tools, techniques and how technology is used to provide services

· Self-motivated with the ability to work in a fast-paced environment

· Perceived capacity to exude personal credibility and professional integrity

· Maintain a positive attitude in all situations

· Ability to self-start, work independently and achieve a high standard to meet multiple deadlines

· Explicitly proficient communicator

· Work effectively with staff in a team-oriented environment

· Adept in developing and maintaining strong relationships with management, staff, vendors and clients

· Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy

· A strong intellectual curiosity and a “whatever it takes” attitude when approaching unknown or complex technical challenges

What We Offer:

· Health, dental and vision insurance

· 401(k) with company match

· Health Savings Account (HSA)

· Company-sponsored training and certification courses

· Paid time off for employees to volunteer at a nonprofit or community cause of their choice

Work Location: Hybrid remote in Menomonee Falls, WI 53051