Technical Support Specialist

TEKsystems • Madison, WI

9d • $18 - $18 • Hybrid

About The Position

TEKsystems is seeking a customer-focused Technical Support Specialist for a high-volume Enterprise Service Desk team. The role is the first point of contact for employees, customers, and application users who need technical assistance. The specialist provides support through phone, email, ticketing systems, and other communication channels, and helps users with password resets, account access, network connectivity, applications, and common IT systems. The role focuses on Level 1 troubleshooting, accurate ticket documentation, incident tracking, timely user communication, and escalation of complex issues. It also involves following documented procedures and knowledge base articles, researching technical issues, and reporting recurring issues and trends to support leadership. The position is a contract role based in Madison, Wisconsin, and is described as hybrid.

Requirements

• At least 6 months of experience in a customer service, technical support, help desk, service desk, or call center environment.
• Strong customer service and interpersonal communication skills.
• Basic IT troubleshooting experience, including hardware, software, and account access support.
• Ability to communicate technical information clearly to technical and non-technical users.
• Strong problem-solving and analytical thinking skills.
• Ability to follow documented procedures and support processes.
• Strong attention to detail and documentation skills.
• Ability to work effectively in a fast-paced, team-oriented environment.

Nice To Haves

• Experience supporting Windows 11 environments.
• Experience supporting Microsoft 365 applications and services.
• Previous IT call center or service desk experience.
• Familiarity with ticketing systems and incident management processes.
• Experience supporting user account administration and password management.
• Knowledge of basic networking concepts and connectivity troubleshooting.
• Excellent verbal and written communication skills.
• A strong customer-service mindset and desire to help others.
• Ability to remain calm and professional when handling challenging situations.
• Strong organizational and time-management skills.
• Eagerness to learn new technologies and expand technical knowledge.
• Ability to manage multiple requests while maintaining attention to detail.

Responsibilities

• Serve as the first point of contact for technical support requests and provide friendly, professional customer service.
• Respond to support requests through phone calls, email, ticketing systems, and other communication channels.
• Assist users with password resets, account access issues, network connectivity concerns, and application support requests.
• Troubleshoot and resolve Level 1 technical issues involving Windows 11, Microsoft 365, user accounts, and other common IT systems.
• Support end users in accessing and using business-critical applications and services.
• Document incidents, service requests, troubleshooting steps, and resolutions accurately in the ticketing system.
• Monitor, track, and manage incidents through resolution while communicating with users in a timely manner.
• Escalate complex technical issues to the appropriate support teams.
• Follow established processes, knowledge base articles, and support procedures to ensure consistent service delivery.
• Research technical issues and use available tools and resources to identify solutions.
• Identify recurring issues and trends and communicate findings to support leadership.
• Maintain service levels and contribute to a positive customer experience.

Benefits

• Medical, dental, and vision benefits, subject to eligibility and plan terms.
• Critical illness, accident, and hospital coverage, subject to eligibility and plan terms.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions available, subject to eligibility and plan terms.
• Voluntary life insurance and AD&D coverage for employees and dependents, subject to eligibility and plan terms.
• Short- and long-term disability coverage, subject to eligibility and plan terms.
• Health Spending Account (HSA), subject to eligibility and plan terms.
• Transportation benefits, subject to eligibility and plan terms.
• Employee Assistance Program, subject to eligibility and plan terms.
• Time off or leave, including PTO, vacation, or sick leave, subject to eligibility and plan terms.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed