IT Systems Help Desk Technician

Provide first-level technical support to end-users via phone, email, remote tools, or in person.
• Serve as the primary point of contact for issues related to system access, permissions, and application functionality.
• Troubleshoot and resolve problems related to enterprise systems, software applications, authentication, and configuration.
• Manage IT tickets by responding to requests, documenting actions, and escalate complex or unresolved technical issues to Tier 2 support following established escalation procedures.
• Monitor system performance indicators and assist with identifying recurring issues or opportunities for improvement.
• Monitor system performance indicators and assist with identifying recurring issues or opportunities for improvement.
• Support system updates, patching, and routine maintenance activities in collaboration with the IT team.
• Assist with user account administration, including provisioning, deprovisioning, and role-based access controls.
• Support implementation, enhancement, and documentation of system workflows and processes.
• Diagnose and troubleshoot software and network issues as needed.
• Walk users through problem-solving steps and provide clear, user-friendly guidance.
• Document technical issues, system solutions, and new processes for future reference.
• Stay current on advancements in system tools, enterprise software, and emerging technologies.
• Collaborate with IT team members to improve system reliability and elevate the user support experience.
• Occasional travel up to 10% of the time.
• Other duties/responsibilities as assigned.

• Associate degree in Computer Science, Information Technology, or a related field preferred.
• Working knowledge of First Supply's enterprise systems.
• Strong understanding of Microsoft Windows, Office Suite, and cloud-based applications (e.g., Microsoft 365).
• Basic knowledge of networking concepts and system integrations.
• Demonstrated ability to diagnose and resolve system/application issues.
• Strong understanding of security best practices and system compliance requirements.
• Excellent communication, customer service, organizational, and interpersonal skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

First Supply, family-owned and operated for over 125 years, offers its employees a great benefits package including; medical, dental, vision, 401(k) with company match, PTO, company paid holidays, on demand pay, education assistance, adoption assistance, and more!

About First Supply

First Supply is a leading main channel wholesale distributor, providing industrial customers and building contractors with an extensive line of products and services. We offer a wide range of manufacturer product lines across the plumbing, heating, air conditioning, builder, waterworks, pump/well & septic, industrial, and municipal markets. Headquartered in Madison, Wisconsin, First Supply has more than 700 employees across 29 operating facilities serving Wisconsin, Minnesota, Iowa, Illinois, and Michigan.

First Supply also owns and operates 18 Kitchen & Bath Stores across five Midwestern states under the Gerhard's Kitchen, Bath & Lighting and KOHLER Signature Store by First Supply brands. Gerhard's is the largest, most versatile kitchen and bath store in the Upper Midwest, offering a wide variety of styles-from contemporary to traditional-along with unmatched service. The KOHLER Signature Stores are immersive kitchen and bath showrooms that provide a distinguished experience where designers and homeowners can get hands-on with hundreds of exclusive KOHLER products.

With a 128-year legacy and a people-first culture, First Supply is committed to building a workplace where employees feel valued, supported, and inspired to grow their careers. That commitment has earned national recognition, including a spot on USA Today's 2024 Top Workplaces in the USA, as well as honors as a Woman-Led Top Workplace and an Industry Top Workplace for Distribution.

First Supply LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.