Helpdesk Support Specialist

TEKsystems•Madison, WI

23h•Hybrid

About The Position

The Helpdesk Support Specialist provides first-level technical support to internal users, ensuring reliable access to hardware, software, and systems required for daily operations. This role serves as the initial point of contact for IT issues, delivering timely, professional support while escalating more complex problems as needed. The ideal candidate is customer-focused, technically curious, and comfortable supporting a diverse user base in a fast-paced environment.

Requirements

1–3 years of experience in a helpdesk, technical support, or IT customer service role
Basic understanding of networking concepts (LAN/WAN, Wi-Fi, VPN)
Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Strong troubleshooting and problem-solving skills
Clear verbal and written communication abilities
Ability to prioritize tasks and manage multiple support requests efficiently

Responsibilities

Serve as the primary contact for IT support requests via ticketing system, phone, email, and in-person
Diagnose and resolve common hardware, software, network, printer, and peripheral issues
Provide support for Windows operating systems, Microsoft 365, and standard business applications
Perform user account management tasks (password resets, access changes, new user onboarding/offboarding)
Document issues, troubleshooting steps, and resolutions accurately within the ticketing system
Escalate unresolved or complex issues to Tier 2/Infrastructure teams following established procedures
Support onboarding of new employees with equipment setup, system access, and basic training
Follow IT policies, security protocols, and data protection standards
Contribute to knowledge base articles and process improvement initiatives
Deliver professional, patient, and courteous service to users with varying technical skill levels