Desktop Support Specialist
Job in
Madison, Dane County, Wisconsin, 53774, USA
Listed on 2026-10-15
Listing for:
The Planet Group
Full Time
position Listed on 2026-10-15
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Desktop Support
Job Description & How to Apply Below
The Desktop Support Specialist is responsible for delivering high-quality technical support to end users across the organization. This role ensures the smooth operation of desktops, laptops, peripherals, and meeting technologies, with a strong emphasis on customer service, responsiveness, and technical excellence. The position includes support for VIPs, remote and onsite staff, and requires the ability to communicate effectively with both technical and non-technical personnel.
Key Responsibilities- Provide technical support to end users on the standard operation of core systems, including hardware, software, and peripherals
- Diagnose and resolve issues with laptops, desktops, printers, mobile devices, A/V, and other IT equipment
- Maintain and meet individual service level agreements (SLAs), quality targets, and customer satisfaction objectives
- Communicate technical information clearly and effectively to both technical and non-technical audiences
- Document support activities and resolutions & maintain accurate records in ticketing systems
- Collaborate with other IT teams to escalat e and resolve complex issues
- Perform other duties as assigned based on evolving business needs
- Strong communication skills—verbal, written, and interpersonal
- Proven experience in a customer service-oriented technical support role
- Demonstrated ability to troubleshoot and resolve hardware and software issues
- Experience in a fast-paced, corporate IT environment
- Familiarity with networking fundamentals, including Wi-Fi, VPNs, and remote access tools
- Proficiency in supporting Microsoft Windows OS, Office applications, and desktop/laptop hardware
- Familiarity with mobile device support
- Ability to exercise sound judgment and make decisions independently
- Strong organizational skills and attention to detail
- Experience with ITIL-based support processes and ticketing systems (e.g., Service Now)
- Knowledge of macOS and cross-platform support environments
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