2nd Shift Help Desk Technician

About the role

Our client is seeking Help Desk Support Specialists to join their high volume service desk team. This role is ideal for candidates with strong customer service skills, basic technical troubleshooting experience, and an interest in growing their IT support career. In this position, you will provide first-level technical support to employees and external users by resolving common IT issues, assisting with account access, and documenting incidents to ensure timely resolution. This is a Contract position based out of Madison, WI.

Responsibilities

• Serve as the first point of contact for technical support requests via phone, email, and ticketing systems.
• Troubleshoot and resolve basic IT issues, including password resets, account access, and application support.
• Research technical problems, identify solutions, and escalate issues when necessary.
• Document, track, and monitor incidents to ensure timely resolution.
• Provide excellent customer service while supporting a diverse user base.
• Follow established procedures and support documentation to resolve common technical issues.
• Identify recurring issues and trends to help improve service delivery.

Requirements

• Minimum of 6 months of experience in customer service, basic IT troubleshooting, call center or high-volume phone support environment.
• Strong communication and problem-solving skills.
• Ability to effectively manage multiple requests in a fast-paced setting.
• Comfortable learning new applications and technologies.

Qualifications

• Previous IT help desk or technical call center experience (preferred).
• Experience supporting users with account access, password resets, or software applications (preferred).
• Certifications or education in IT (preferred).

Schedule

Hybrid schedule in Madison, WI following training, alternating between onsite and remote work. Working hours of 4pm to 12:30am, Monday - Friday.

Pay

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

Benefits

• 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)