Technical Support Specialist

We are seeking a customer-focused Technical Support Specialist to join a high-volume Enterprise Service Desk team. This role serves as the first point of contact for users requiring technical assistance and is responsible for delivering exceptional support to employees, customers, and application users. The ideal candidate enjoys helping others, solving technical problems, and providing clear, professional communication through phone, email, and ticketing systems.

This position offers an excellent opportunity for individuals looking to build their IT support career while developing technical troubleshooting, customer service, and service desk experience.

• Serve as the first point of contact for technical support requests, providing friendly and professional customer service

• Respond to support requests received 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 related to Windows 11, Microsoft 365, user accounts, and other common IT systems

• Support end users in accessing and utilizing business-critical applications and services

• Document incidents, service requests, troubleshooting steps, and resolutions accurately within the ticketing system

• Monitor, track, and manage incidents through resolution while ensuring timely communication with users

• Escalate complex technical issues to appropriate support teams when necessary

• Follow established processes, knowledge base articles, and support procedures to ensure consistent service delivery

• Research technical issues and utilize 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

• Minimum of 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 both 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

• 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

• Technical Support

• Help Desk Support

• Service Desk Support

• Windows 11

• Microsoft 365 (O365)

• Password Resets

• User Account Support

• Basic Network Troubleshooting

• Incident Management

• Ticketing Systems

• Customer Service

• Problem Resolution

• Excellent verbal and written communication skills

• Strong customer-service mindset with a 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

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

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

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
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…