IT Systems and Support Analyst

Singlewire Software, based in Madison, Wisconsin, is dedicated to shaping a future where every organization can protect its people with confidence. We deliver innovative solutions, including InformaCast critical communication and incident management software, the InformaCast Wearable Alert Badge, and Visitor Aware visitor and safety management software.

Our technology helps organizations instantly reach the right people, coordinate responses, and manage critical events - empowering schools, healthcare systems, manufacturers, enterprises, and public organizations to create safer environments.

Just as important as what we build is how we work. We're a collaborative, supportive team that cares deeply about our mission, our customers, and each other.

An exciting opportunity for an IT Systems and Support Analyst to join our team and provide essential technology support to our internal staff. In this role, you'll be the first point of contact for service desk operations, delivering prompt, professional, and courteous service to employees. You'll troubleshoot and resolve issues across computer hardware, operating systems, applications, and connected devices, ensuring a smooth and productive work environment for everyone. This position is a hybrid role based in our Madison office, with 3-4 days per week in office.

What You'll Do

Your responsibilities may include:

• Serve as the first point of contact for IT support requests, providing timely and professional assistance to employees.
• Diagnose and resolve hardware, operating system, application, and peripheral issues for End User devices (Mac, Windows, Linux).
• Onboard new employees by provisioning accounts and systems, while following documented onboarding processes.
• Install, configure, move, and maintain computer equipment and peripherals to support a productive workspace.
• Develop, maintain, and improve documentation for troubleshooting procedures and IT processes.
• Monitor the service desk queue by prioritizing, tracking, and resolving tickets to meet defined service levels.
• Assist in tracking and managing IT inventory, purchasing, and asset lifecycle processes.
• Ensure all work is completed with a focus on security, confidentiality, and user experience.

Required Qualifications:

• Associate or higher degree in a related field, or equivalent work experience
• At least 6 months of experience in service desk, desktop support, system administration or customer support
• Physical ability to carry or relocate computer equipment weighing up to 60 lbs

Preferred Qualifications:

• Strong customer service skills and a proactive approach to problem-solving
• The ability to work well in a collaborative environment
• Adaptability in a fast-paced, dynamic setting
• Solid technical knowledge with a passion for continuous learning
• Excellent organizational and communication skills
• Familiarity with ITIL practices

At Singlewire, we believe what we do truly matters. We're passionate about protecting people and helping organizations respond when it counts. We're a team of collaborators who support each other, work hard toward shared goals, and celebrate successes together.