IT Support Specialist

Franklin Energy
Milwaukee, Wisconsin
Dec 06, 2023
Dec 08, 2023
Engineering, Software
Position Type
Full Time
Organization Type
Corporate, Other Corporate

As a combined organization, Franklin Energy and AM Conservation Group is undertaking what is perhaps the central challenge of our times - to help drive the transition to net-zero carbon economies while ensuring that no working families, businesses, or local communities are left behind. To do that, we are the utility industry's top provider of turn-key energy efficiency and grid optimization programs and products, all of which contribute to reducing carbon and waste and, at the same time, free-up resources for creating more innovation investment and jobs. With over 26 years in business, we have more than 1,300 experts across the United States and Canada, with warehouses on both coasts. The organization's integrated in-house services provide deep personalization and insights, helping energy partners achieve their carbon-reduction and energy productivity goals.

We believe the organization's most "precious resources" are its people. We pledge a relentless pursuit to embody a culture that acknowledges, recognizes, and infinitely seeks to understand the unique differences of its people. We are committed to creating employee experiences that continually attract and embrace a multiracial, multicultural, and multigenerational workforce that promotes outstanding performance and mirrors our diverse partnerships, clients and communities we serve.


This position is primarily responsible for helping meet the business needs of the company by providing technical and administrative support for the company's tablets and laptop computers. The IT Support Specialist works within a team environment.


This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.
  • Provide assistance, implementation, and maintenance for the company's tablets and laptops
  • Set up and deploy new tablet and laptop computers
  • Maintain updated Win 10 OS Flash Drive for Imaging
  • Basic knowledge using an online ticketing system
  • Ability to answer incoming help desk phone calls and process them into a ticket
  • Work with Help Desk team to resolve IT issues
  • Maintain inventory list shared with finance
  • Work with IT infrastructure to ensure desktop security at network level
  • Work with contact center software platform to assign licenses
  • Escalate contact center tickets accordingly
  • Provide an accurate record of each call-in ticket tracking software
  • Follow escalation procedures
  • Basic knowledge of Active Directory
  • Basic knowledge of Microsoft 365
  • Monitor open issues to ensure business expectations are met
  • Performs other duties as assigned by the immediate supervisor


Education and Experience
  • Associate's degree in a related field
  • 1-3 years of relevant work experience

Required Skills, Knowledge and Abilities
  • Proficiency in managing and troubleshooting Windows-based computers and servers
  • Knowledge and familiarity with basic networking concepts, including LAN setup, Internet access, and network troubleshooting
  • Must be able to maintain confidentiality
  • Strong customer service and communication skills
  • Must be able to handle a wide work variety and work in a fast-paced environment
  • Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload
  • Ability to identify and resolve project application issues with customers and trade allies
  • Strong data entry skills in entering information in tracking systems/databases
  • Ability to communicate effectively, both verbally and in writing with customers, clients and employees
  • Ability to analyze and interpret data and solve practical problems
  • Committed to diversity and inclusion
  • Reliable transportation

Licenses & Certifications
  • Valid driver's license

Travel Requirements
  • Willingness to travel up to 10%
Estimated Wage Range: $37,000 - $50,900+ Benefits Include: Medical, Dental, Vision, 401(k), Paid Time Off (PTO), paid holidays, parental leave, and more!
  • Required to sit, stand, walk; talk and hear; and ability to touch and handle tools and/or controls
  • Ability to lift up to 10 pounds
  • Noise Level is typically moderate
  • Employee could be exposed to fumes and/or airborne particles and risk of potential shock

Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

The above information describes the general duties and requirements necessary to perform the principle functions of the position. This shall not be construed as a detailed description of all the duties and requirements that may be necessary in this position.

Franklin Energy implements the use of dash cams inside their fleet of leased vehicles because the Company believes video surveillance devices (Dash Cams) promote the safety of employees as well as security within the company vehicles. The Company will not use video surveillance (Dash Cams) for any unlawful purpose including monitoring employees or giving the impression of monitoring. Our Dash Cam Policy applies to all employees of the Company and temporary agency employees, regardless of whether an employee or temporary agency employee may be driving or riding in Company Vehicles. The primary use of Dash Cams is to assist in the protection and safety of employees and property, prevention, and detection of criminal offenses such as vehicle vandalism and break-ins and staged-accident fraud, defense of legal claims, driver exoneration, and driver training and improvement.