Help Desk

JOB SUMMARY

• Work Location: Onsite – Wausau, WI
• This is not a remote position. The Help Desk Technician will work from The Dirks Group office and provide primarily remote support to clients from our office location .

The Help Desk Technician at The Dirks Group provides primarily remote support to clients with critical uptime requirements. This role is responsible for responding to service desk requests, diagnosing and resolving technical issues, and escalating when appropriate.

You will work independently while supporting a variety of client environments, including executives, business owners, and end users. Success in this role requires strong communication skills, the ability to prioritize effectively, and a focus on delivering solutions—not overly technical explanations.

ESSENTIAL FUNCTIONS

Work in a dispatch driven environment, adjusting priorities based on incoming requests and business impact

Provide remote and occasional onsite support for end users and business systems

Diagnose and resolve technical issues related to desktops, networks, and applications

Accurately document all work performed within PSA and RMM systems

Escalate complex issues appropriately and collaborate with team members

Perform preventative maintenance and assist with installations and deployments

Maintain a high level of customer satisfaction through clear communication and timely resolution

GENERAL EXPECTATIONS

Build and maintain strong client relationships through exceptional service

Represent the company professionally in all interactions

PROFESSIONAL DEVELOPMENT

Participate in ongoing training and certification programs

Continuously develop technical and customer service skills

Engage in team and company-sponsored activities

CORE VALUES & COMPETENCIES

We expect all team members to demonstrate:

Integrity and professionalism in all interactions

Strong communication and active listening skills

Ability to manage multiple priorities in a fast-paced environment

Effective problem-solving and troubleshooting skills

Team collaboration and accountability

Commitment to continuous learning and improvement

REQUIRED QUALIFICATIONS

Education

Associate degree in IT or related field, or equivalent experience

Technical Skills

Support experience with Windows and macOS

Familiarity with Microsoft 365, Active Directory, backup, and endpoint protection tools

Basic understanding of Windows Server environments

Working knowledge of networking concepts (firewalls, switches, troubleshooting)

Other Skills

Strong written and verbal communication

Self-motivated and able to work independently

Ability to manage time and prioritize effectively

Desire to learn and grow

WHAT SUCCESS LOOKS LIKE IN 90 DAYS

First 30 Days – Foundation

Complete onboarding and become familiar with internal tools (PSA, RMM, documentation systems)

Learn The Dirks Group’s processes, standards, and client environments

Begin handling basic service tickets with team support

Demonstrate professional, solution-focused communication with clients

60 Days – Contribution

Independently resolve common help desk issues (workstations, Microsoft 365, basic networking)

Maintain accurate, thorough ticket documentation

Effectively manage ticket queue while meeting response and resolution expectations

Begin consistently contributing to team utilization goals

90 Days – Ownership & Performance

Independently manage a full workload of service tickets with minimal supervision

Maintain utilization of 75% or higher

Achieve and sustain customer satisfaction (CSAT) scores of 98% or higher

Prioritize work effectively based on urgency and business impact

Demonstrate strong troubleshooting across diverse client environments

Proactively identify recurring issues and suggest improvements