3rd Shift Helpdesk Support Specialist

About the Role

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. The ideal candidate possesses strong problem-solving skills, a customer-focused mindset, and working knowledge of Windows 11, Microsoft 365, and basic networking concepts. This position follows established procedures and escalation processes to ensure timely issue resolution and consistent service delivery.

Responsibilities

• 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.

Qualifications

• 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, OneDrive), Active Directory user account management, and 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.

Preferred Skills

• 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.

Schedule

• Shift: Third Shift
• Hours: 12:00 AM – 8:30 AM
• Days: Saturday – Wednesday

Pay

$17.00 - $18.00/hr.

Job Type & Location: Contract position based out of Madison, WI.

Workplace Type: Fully onsite in Madison, WI.