Helpdesk Specialist

Madison, City of • Madison, WI

17h • Hybrid

About The Position

The City of Madison Information Technology Department is hiring a Helpdesk Specialist to provide first-level problem resolution and computing support to City of Madison staff. This professional entry-level position handles problem determination, recording, resolution, and escalation for City IT-supported products and services. The role requires courteous, helpful service and a strong interest in working with and assisting people. Work is normally performed under the close supervision of a Principal IT Specialist or another supervisor or manager.

The position provides customer assistance by phone, email, remote control, and in person. Duties include setting up and installing end-user devices; maintaining the front desk and assisting walk-ins, appointments, and deliveries; troubleshooting hardware, software, and network issues; recording and resolving support requests; maintaining knowledge base articles; and tracking inventory and assets. The role also involves workstation replacement and deployment, software and update installation, password resets, customer communication, and administrative and training activities.

The first six months are fully in person, Monday through Friday. After a performance review, the employee may have the potential to alternate in-office and remote work weeks every other week. Employees must live within a two-hour drive of the City-County Building in Madison, Wisconsin. Interviews will be held in person. This recruitment may be used to fill additional Helpdesk Specialist vacancies within six months.

Requirements

• Two years of experience applying desktop and server computer system technology and its effective applications; Microsoft 365 Apps (Excel, Word, Access, PowerPoint, Outlook, OneNote, and OneDrive); Windows 10 and Windows 11; SharePoint; Intune Mobile Device Management; and computer networking; OR two years of professional Helpdesk experience; OR an associate's degree in computer science or a related field plus one year of professional Helpdesk experience; OR a bachelor's degree in computer science or a related field.
• Demonstrated ability to work effectively with multicultural communities.
• Possession of a valid driver's license.
• Ability to travel to sites throughout the City to troubleshoot issues as needed.
• Proof of legal authorization to work in the United States; the City does not sponsor visas.
• Ability to sit or stand at a desk for extended periods and use standard office equipment, including a telephone, computer, calculator, and copier.
• Physical strength, coordination, and acuity to set up, install, and test computers weighing up to 50 pounds, including working under workstations or in confined areas.
• Ability to see computer displays for troubleshooting and deployment and hear phone and in-person conversations.

Responsibilities

• Provide customer assistance by phone, email, remote control, or in person.
• Serve as the first point of contact and provide first-level problem resolution for hardware, software, and application issues.
• Analyze, troubleshoot, and resolve Helpdesk tickets in a timely manner using available tools and established procedures.
• Record calls and support requests, including symptoms, status, attempted solutions, workarounds, and resolutions, in service management systems.
• Research reported problems and resolve them within the scope of the role; escalate problems when appropriate and notify management of severe or overdue issues.
• Create and submit knowledge documents for resolutions not already documented and maintain the health of the knowledge base.
• Install software using Helpdesk documentation and perform desktop-level fixes, including software upgrades, hardware installation, file backups, and system and application configuration.
• Reset passwords and assist employees with authentication, including Active Directory credentials and multifactor authentication.
• Maintain communications with customers during problem resolution, follow up on open requests, and act as a liaison between customers and internal support staff.
• Set up and install desktop, laptop, and tablet devices; maintain the front desk and assist walk-ins, scheduled appointments, and deliveries.
• Replace end-of-life or other workstations; image devices; install customer-specific software, Windows and application security updates, device driver and BIOS updates; and ensure remote-control capability.
• Coordinate workstation deployment with customers, verify that hardware and software work, and recycle replaced equipment.
• Track inventory and assets.
• Test fixes to confirm that problems have been adequately resolved.
• Maintain professional, courteous communication and cooperation with users, colleagues, and service personnel.
• Maintain professional competence through internal and external training, technical training, industry reading, and staying current with technology.
• Include racial equity and social justice considerations in projects and initiatives and attend assigned training on APM 3-5, implicit bias, and RESJI topics.
• Attend team, unit, and department meetings; maintain records; prepare status reports and other communications; and perform related work as assigned.

Benefits

• Competitive benefits package
• Generous leave package
• Variety of insurance options at a low cost to employees
• Free bus pass
• Eligibility as a qualified employer for the Public Service Loan Forgiveness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree