Do you want to be part of the Riley Construction Co., Inc. team? We are one of the fastest growing commercial construction companies in the Southeastern WI/Northern IL area and great things are happening!
We currently have an opening for an IT Specialist based in our Waukesha office to serve the Milwaukee and Madison corridor.
The IT Specialist serves as a frontline point of contact for employees across Riley's offices and job sites, delivering hands-on technical support, proactive device and network care, and field-facing customer service. This role is central to Riley's field support strategy - based in Waukesha to serve the Milwaukee and Madison corridor - and is responsible for building the documentation, knowledge base, and proactive health-check practices for the IT department
Responsibilities:
- Help Desk & Ticket Support: Serve as a Tier 1 point of contact for employees seeking technical assistance via Riley's Help Desk software (Tikit), phone, or email; triage and resolve routine issues, escalating to the IT Specialist or IT Manager as needed.
- Field Support & Device Onboarding: Provide on-site technical support at job sites and satellite offices; onboard new field employees with properly configured devices; conduct proactive field visits and check-ins to identify issues before they're reported.
- Mobile & Apple Device Troubleshooting: Serve as the primary point of contact for Apple and mobile device troubleshooting across the organization.
- Proactive IT Health Checks: Conduct regular, proactive walkthroughs of office locations and jobsites to check workstations, printers, and AV equipment before issues are reported.
- Job Site Connectivity Monitoring: Monitor job site network/internet connectivity proactively, working with the IT Specialist to identify and resolve outages before they impact field crews.
- Knowledge Base & Documentation: Own the buildout and ongoing maintenance of Riley IT's knowledge base; draft runbooks, SOPs, and onboarding documentation for review and approval by the IT Specialist and IT Manager.
- Vendor Documentation: Maintain a current, accessible reference of vendor contacts, escalation paths, and support terms.
- Device Lifecycle Support: Assist with new employee device setup and imaging; support device refresh and endpoint retirement/disposal processes, with a focus on accurate documentation.
- Inventory & Procurement Support: Support day-to-day IT procurement and track miscellaneous inventory (spare parts, loaner devices, peripherals), in partnership with and subject to approval by the IT Specialist.
- Field Satisfaction & Communication: Help operate a feedback loop with field staff to gauge satisfaction with IT support, and support proactive, system-specific communication to the business regarding planned maintenance or changes.
- Strategic Project Support: Support operations and field projects
- Incident Support: Provide hands-on support during IT incidents and outages.
- Metrics Reporting: Contribute to regular ticket and workload metrics reporting to department leadership.
- Other duties as assigned.
Decision Making Authority:
To provide clarity on day-to-day autonomy and escalation:
- Decides independently: routine ticket resolution within assigned queue; standard device setup and imaging; structure and content of documentation owned by this role.
- Escalates to the IT Specialist: purchases or judgment calls beyond routine procurement; complex troubleshooting beyond an initial pass; job site deployment conflicts or scheduling issues.
- Escalates directly to the IT Manager (if urgent): security concerns of any kind; vendor or system-wide issues; anything affecting multiple locations.
Requirements:
- 1-3 years of previous experience in an IT support, help desk, or field technician role.
- Information Technology degree, (2- or 4-year degree), from an accredited college, either completed or in progress, or related equivalent experience.
- Office 365 Certifications are a plus.
- Apple/mobile device support experience is a plus.
- A+ Certification is a plus
- This role requires regular travel between all Riley's offices (Kenosha, Milwaukee, Madison, Waukegan) and active jobsites, primarily within the Milwaukee/Madison corridor. A valid driver's license and reliable transportation are required.
We offer a comprehensive benefits package, pleasant working environment and team atmosphere. Come join an established firm whose core values include Humility, Integrity, Flexibility and Initiative...understanding that it all begins with our employees!
Riley Construction is an Equal Opportunity Employer