It Service Management Process Analyst Jobs in Wisconsin

Built on service. Powered by people.

Impact was built differently: invest in great people, trust them to do great work, and deliver the kind of service clients remember.

What makes Impact special is that growth has never come at the expense of the values that got us here. We continue to reinvest in our people, our capabilities, and the opportunities ahead so employees can grow alongside the business. We’ve built something special, but we’re far from finished. The people who join Impact now will help define what comes next.

Overview

The IT Field Engineer, internally titled Field Services Engineer (FSE), plays a critical role in ensuring Impact Networking’s clients receive top-tier IT service, support, and implementation. This position requires working in the field, traveling to local customer locations to provide onsite service, maintenance, and project execution while maintaining Impact’s high standards. The FSE will collaborate with internal teams to resolve technical issues, support client onboarding, and ensure seamless IT operations. This role demands both technical expertise and strong interpersonal skills to effectively diagnose and resolve issues while delivering an exceptional customer experience.

Our North Star: Client Centricity

Responsibilities

• Engage in Business Transformation Assessments (BTA) with an emphasis on discovery, information compilation, and data gathering. This process involves onsite discovery as well as the physical review and documentation of IT assets
• The Field Services Engineer will support client technical activities, primarily at the client's location (onsite). All work at the FSE level will be assigned, reviewed, and approved by the designated Field Services Manager. This role necessitates technical expertise to aid in the implementation of core MIT networking, server, and computer technologies. These responsibilities include the setup and troubleshooting of Windows Server, Hyper‑V, VMWare, Exchange, SharePoint, firewalls, switches, BDR solutions, PowerShell, Active Directory, Group Policy configuration, and cloud services such as Office 365, G‑Suite, and Azure
• Collaborate with the Service Desk and Operations teams to develop and execute client management and maintenance plans, including monthly maintenance and documentation
• Work with clients’ line of business vendors on technical requirements as needed
• Documents and resolves user computing issues requiring onsite remediation, ensuring customer satisfaction is maintained
• Collaborates with the Technical Operations Center (TOC) to resolve user issues, following a structured problem management process
• Collaborates with various resources and vendors to provide efficient field support services. This encompasses working with third‑party vendors, Line of Business (LoB) application providers, and other divisions within Impact Networking Technology
• Timely documentation of issues and onsite labor performed within Impact’s ticket system
• Participates in ongoing training and attainment of manufacturer certifications
• Cultivates and sustains relationships with customers and engineers, thereby enhancing our company's positive reputation through outstanding customer service
• Maintains relationships with vendor contacts that are beneficial to the company
• Adheres to standards for documenting customer network status and activities

Qualifications & Experience

• Minimum of 3 years of relevant experience in IT field services
  • Fundamental understanding of Server Administration
  • Experience with Windows 2012-2025 Server
  • Active Directory management and maintenance
  • DNS, DHCP, and Remote Desktop Services
  • Understanding of VMWare, Hyper‑V and other virtualization technologies
  • Storage solutions: SAN, NAS, and Shared Storage
  • Fundamental understanding of Firewalls, switches, and other networking technologies
  • Cisco Meraki, HP, and other technologies
  • Backup technologies
  • Office 365, Azure and other “cloud” solutions
  • Mobile operating systems (IOS, Android, Windows)
  • RMM tools such as N‑Able, Kaseya or LabTech
• MSP experience preferred
• Demonstrated experience preferred
  • ITIL and Service Management
  • Knowledge of HaloPSA Platform
  • Must have working knowledge of event and incident management systems including support for Incident, Change, and Request for Information requirements.
  • Strong verbal and written communication skills and a customer-service focus.
  • Excellent problem-solving skills.
  • Ability to communicate and work directly with customers to identify and resolve technical issues.
  • Ability to take initiative.
  • Ability to work under pressure and manage multiple priorities.
• Education/Certifications
  • Valid driver's license and proof of insurance
  • Microsoft Fundamentals certification
  • Certifications such as
    • CompTIA Network+, A+, Security+, ITF+
    • Microsoft 365 Certified: Fundamentals

What Drives Impact

Our purpose is people. We empower them to innovate, grow, and succeed. That's how we change the world – one person, one company, one community at a time.

Behaviors define what our values look like in action. Leaders are expected to model them; teams are expected to live them:

• Innovation: We embrace change because innovation lives outside the comfort zone.
• Passion: We are driven by purpose, fueled by passion, and obsessed with making an impact.
• Honesty: We are fiercely transparent and consistently honest.
• Fun: We fuel work with fun, knowing life's too short for boring.
• Low Ego: We champion ideas over titles, because brilliance knows no rank.
• One Team: We win as a team, we lose as a team, we are one team.

Compensation

The typical base salary for this role is $60,000-$75,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skillset, experience and training, licensures and/or certifications, and other organizational needs.

Impact may offer applicable incentive compensation plans depending on role and/or department.

Full compensation details can be discussed with an Impact Talent Acquisition team member at the start of the interview process.

Benefits We Take Pride In

• 5-year Tiffany & Co. Gift Card, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
• Development and growth opportunities with on-going training & continued education reimbursement
• 401(K) & retirement plans with complimentary financial advisory services
• Comprehensive health, disability, life, dental, and vision plans

For more information, visit https://www.impactmybiz.com/careers/#benefits

Work Authorization & Immigration Sponsorship

Candidates must be authorized to work in the United States at the time of application. Immigration sponsorship may be considered in limited circumstances based on business need, cost, workforce planning, and applicable government requirements. Impact does not guarantee sponsorship for any visa category and may decline certain petitions based on associated costs or regulatory requirements.

Certain positions within Impact may involve access to information, technology, software, or technical data that is subject to U.S. export control laws and regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR). Where required by applicable law based on the nature of the role, individuals in such positions must qualify as a “U.S. Person,” as defined by law, or otherwise be eligible to obtain any required government authorizations.

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