Helpdesk & Project Support Technician Location: Onsite - Kenosha, WI Schedule: On-site during business hours; remote/on-call after hours Support Model: Participates in after-hours rotation Clearance: Must meet FBI CJIS Security Policy requirements

Role Summary • Provides first-line support for hardware, software, and network issues and assists with IT project coordination.

Key Responsibilities • Provide on-site helpdesk support during business hours and remote support after hours. • Support mission-critical and standard systems. • Support workstation setup, imaging, patching, antivirus, and break/fix. • Assist with server and network troubleshooting. • Support backup and recovery requests. • Assist with reporting and issue escalation for system interfaces. • Support annual inventory and lifecycle management. • Administer helpdesk ticketing system and generate monthly reports. • Support cybersecurity training coordination and MFA management. • Respond to Priority 3–5 incidents within required timeframes. • Required Skills • IT support/helpdesk experience • Strong customer service • Ability to work in 24/7 public safety environment

Required Qualifications • 1–3 years of IT support or helpdesk experience. • Strong troubleshooting and customer service skills. • Experience with ticketing systems and reporting. • Ability to support 24/7 operational environments when needed.

Preferred Qualifications • Experience in public safety, government, or 24/7 environments. • Familiarity with CJIS Security Policy.