Desktop Support
About The Position
We are hiring for a Desktop Support Technician to provide front-line technical support to employees in a corporate environment in Madison, Wisconsin, serving as a primary resource for hardware, software, and Microsoft 365-related issues. This role combines hands-on troubleshooting with exceptional customer service to ensure users receive timely and effective technology support. As a member of our local IT team, you'll gain valuable experience supporting enterprise systems and technologies while building a strong technical foundation for long-term career growth. This is an excellent opportunity for an early-career IT professional looking to develop their skills in a collaborative, fast-paced enterprise environment.
Requirements
- Basic knowledge of Windows 11 operating systems and desktop support concepts.
- Familiarity with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
- Experience with, or willingness to learn, ServiceNow or other IT service management/ticketing platforms.
- Strong customer service, interpersonal, and communication skills.
- Ability to troubleshoot common hardware, software, and connectivity issues.
- Strong organizational skills with the ability to prioritize tasks in a fast-paced environment.
- Team-oriented mindset with a desire to learn and grow within the IT field.
- Ability to follow documented procedures and work independently when needed.
Nice To Haves
- Prior experience in a Help Desk, Desktop Support, Technical Support, or other customer-facing IT support role.
- Associate degree, technical certification, or coursework in Information Technology, Computer Science, or a related field.
- Exposure to enterprise environments, Active Directory, Microsoft 365 administration, device deployment tools, or endpoint management solutions is a plus.
Responsibilities
- Provide first-level support for desktops, laptops, printers, mobile devices, and other peripheral equipment.
- Troubleshoot and resolve common issues related to Windows 11, Microsoft 365, Outlook, Teams, OneDrive, and other Office applications.
- Document incidents, service requests, troubleshooting steps, and resolutions within ServiceNow.
- Install, configure, deploy, and support desktops, laptops, monitors, printers, and other end-user hardware.
- Support new hire onboarding, workstation setups, hardware refresh initiatives, equipment replacements, and employee relocations.
- Assist with user account maintenance, password resets, and basic access-related requests.
- Follow established IT support processes, procedures, and knowledge base documentation.
- Escalate complex technical issues to appropriate support teams when required.
- Deliver a high level of customer service while communicating effectively with users at all levels of the organization.
- Meet established service levels and ticket resolution goals.
- Contribute to the creation and maintenance of support documentation and knowledge articles.
- Adhere to all company IT policies, security standards, and compliance requirements.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
Associate degree
