{"id":3419741,"url":"https://alion.io/job/baird-it-service-desk-analyst","title":"IT Service Desk Analyst","company":{"id":1756216,"name":"Baird","domain":"rwbaird.com","url":"https://alion.io/company/rwbaird","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":10,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Milwaukee, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":67000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":608},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-28T20:37:30Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T18:35:23Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About the Role\nBring your curiosity, communication skills, and problem-solving mindset to Baird’s IT Service Desk. As the first point of contact for our associates, you’ll play a critical role in ensuring their technology works seamlessly so they can focus on serving our clients.\nThis role offers hands-on experience with enterprise IT systems, mentorship from experienced teammates, and opportunities to grow your career. You’ll not only troubleshoot and resolve issues but also deliver excellent service that builds trust and strengthens relationships.\nBaird is a people-first organization that values collaboration, learning, and continuous improvement. When you join our IT Service Desk, you’ll become part of a supportive team that invests in your growth and celebrates your success.\nIf you enjoy helping others, want to deepen your IT expertise, and are looking for a place to grow your career in a collaborative and professional environment, we’d love to hear from you.\nThis position offers a hybrid working arrangement based in our headquarters in Milwaukee, WI, with 3 days per week in the office and the remaining time remote. This schedule supports relationship building and consensus across leaders and teams.\nThe Impact You’ll Make:\nIncident Resolution & Request Fulfillment:\nAct as the first point of contact to provide first- and second-level IT support to associates and other stakeholders. \nSupport associates primarily through phone, chat, and online tools, taking ownership of issues from initial contact through to resolution. \nDiagnose and troubleshoot problems, escalating when necessary while maintaining full communication with the client. \nAnalyze ticket history and client context to ensure informed problem-solving. \nLeverage data and analytic tools to review ticket, machine, and user experience history when troubleshooting. \nThoroughly document all actions, current state, and resolution steps during the lifecycle of every request or incident. \nContribute to the upkeep and creation of knowledge base articles. \nTeam Collaboration:\nIdentify and communicate opportunities for continuous improvement within the Service Desk. \nShare knowledge and contribute to the training and onboarding of new teammates. \nParticipate in quarterly 24/7 on-call support rotation. \nLeverage in-office days to build stronger relationships and collaborate effectively with colleagues. \nSupport trading floor IT needs by sitting on the trading floor regularly. \nProject Execution:\nSupport technology implementation efforts such as office openings, relocations, and other small project work. \nWhat You’ll Bring to Baird\n1-3 years of previous experience providing IT support in a similar role. \nAssociate degree preferred \nExcellent written and oral communication skills. \nExemplary customer service skills. \nWorks well in a team and independently. \nAbility to learn new concepts quickly. \nGood troubleshooting and problem-solving skills \nAbility to document processes and procedures. \nGood understanding of Microsoft Windows operating systems and, Microsoft Office 365 suite. \nA broad understanding of Active Directory and networking technologies and principles. \nAn intellectually curious individual who is organized with a proactive approach to work. \nBaird is committed to diversity and provides employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, citizenship, national origin, age, disability, military service, veteran status, sexual orientation, gender identity or expression, genetic information, or any other status protected by law.","description_format":"text","description_chars":3626,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth 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