3rd Shift Helpdesk Support Specialist

Description

The Help Desk Support Specialist provides first-level technical support to end users experiencing hardware, software, network, and access-related issues. This role is responsible for troubleshooting, diagnosing, and resolving technical problems while delivering excellent customer service. The specialist serves as a primary point of contact for IT support requests received via phone, email, ticketing systems, and other communication channels.

• Serve as the first point of contact for end users seeking technical assistance.
• Provide support for a variety of IT-related issues, including password resets, account lockouts, network access, Microsoft 365 applications, and Windows 11 troubleshooting.
• Identify, research, troubleshoot, and resolve technical issues in a timely and professional manner.
• Respond to support requests received via telephone, email, chat, ticketing systems, and walk-up inquiries.
• Accurately document incidents, service requests, troubleshooting steps, and resolutions within the IT service management system.
• Monitor and track open tickets to ensure prompt resolution and adherence to established service level agreements (SLAs).
• Escalate complex issues to appropriate support teams when necessary while maintaining ownership of the customer experience.
• Analyze recurring issues and trends and communicate findings to support leadership for continuous improvement opportunities.
• Follow established IT policies, procedures, and security protocols.
• Maintain knowledge of supported systems, applications, and technologies to effectively assist users.
• Deliver exceptional customer service and maintain a professional demeanor in a fast-paced support environment.

• High school diploma or equivalent required;
  Associate degree in Information Technology or related field preferred.
• 1+ year of Help Desk, Service Desk, Technical Support, or Customer Support experience preferred.
• Experience supporting:
  • Windows 11
  • Microsoft 365 (Outlook, Teams, Word, Excel, One Drive)
  • Active Directory user account management
  • Basic networking and connectivity troubleshooting
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Ability to prioritize multiple tasks in a high-volume support environment.
• Ability to follow established procedures and escalation paths.

• Experience with IT ticketing systems and service management tools.
• Familiarity with remote support tools.
• Understanding of basic cybersecurity and access management principles.
• CompTIA A+ or equivalent technical certification preferred.

Shift: Third Shift

Hours:

12:00 AM – 8:30 AM

Days:
Saturday – Wednesday

• Help Desk Support
• Windows 11
• Microsoft 365 (O365)
• Technical Troubleshooting
• Active Directory
• Password & Access Management
• Incident Management
• Customer Service
• Ticketing Systems
• Network Connectivity Support Job Type & Location

  This is a Contract position based out of Madison, WI.

  Pay and Benefits

  The pay range for this position is $17.00 - $18.00/hr.

  • 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)
  Workplace Type

  This is a fully onsite position in Madison, WI.

  Final date to receive applications

  This position is anticipated to close on Jul 31, 2026.

  Legal Statements

  San Francisco Fair Chance Ordinance:
  Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

  Massachusetts Lie Detector:
  It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

  The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.