IT Support Specialist

Fleetworthy•Madison, WI

18d

About The Position

Fleetworthy is hiring an enthusiastic, customer-focused IT Support Specialist for its Help Desk team. This entry-level role is suited to someone beginning an IT career who is eager to learn and grow in a fast-paced technology environment. The specialist will support employees across the organization by resolving everyday technical problems, building relationships, and delivering excellent service. The role provides first-line support through phone, email, chat, and in-person interactions; tracks and resolves help desk tickets; troubleshoots basic technical issues; assists with device setup and account access; and documents solutions and procedures. The specialist will escalate complex issues to senior IT staff and assist with IT operations and projects as needed. Fleetworthy welcomes candidates from all backgrounds and is committed to a diverse, inclusive, respectful, and welcoming culture.

Requirements

0–1 year of IT support, help desk, or customer service experience; internships, co-ops, and volunteer experience are welcome.
Basic understanding of Windows and/or Apple operating systems.
Strong interpersonal and communication skills, including the ability to explain technical concepts clearly to non-technical users.
Eagerness to learn, troubleshoot, and adapt to new technologies.
Ability to stay calm and professional under pressure.
Associate's degree, certificate program in IT/Computer Science, or demonstrated equivalent experience or self-study.

Nice To Haves

Familiarity with Microsoft Active Directory, EntraID Azure, and M365 Suite.
Experience with a ticketing system such as Jira Service Management, ServiceNow, or similar.
CompTIA A+ certification or currently pursuing it.
Interest in pursuing a long-term career in IT, cybersecurity, or infrastructure.

Responsibilities

Serve as the first point of contact for employees experiencing technical difficulties via phone, email, chat, or in person.
Provide friendly, patient, and professional customer service to end-users at all levels of the organization.
Log, track, and resolve incoming help desk tickets in a timely and thorough manner.
Diagnose and resolve basic hardware, software, and connectivity issues for end-users across multiple locations.
Escalate complex or unresolved issues to senior IT staff, documenting the steps already taken.
Follow established procedures and knowledge base articles to resolve common support requests.
Assist in setting up, configuring, and deploying laptops, desktops, peripherals, and mobile devices for new employees.
Support basic account provisioning and access requests under the guidance of senior IT staff.
Document common issues, resolutions, and how-to guides to help build Help Desk knowledge base resources.
Follow and help maintain IT procedures and standard operating documentation.
Assist the IT team with day-to-day operational tasks and project support as needed.
Perform other duties typical of an entry-level IT support role as assigned.