Desktop Support

About the role

We are hiring for a Desktop Support Technician to provide front‑line technical support to employees in a corporate environment in Madison, Wisconsin. The role serves as a primary resource for hardware, software, and Microsoft 365‑related issues, combining hands‑on troubleshooting with exceptional customer service. This position offers early‑career IT professionals valuable experience supporting enterprise systems while building a strong technical foundation for long‑term growth.

Responsibilities

• Provide first‑level support for desktops, laptops, printers, mobile devices, and other peripheral equipment.
• Troubleshoot and resolve common issues related to Windows 11, Microsoft 365, Outlook, Teams, OneDrive, and other Office applications.
• Document incidents, service requests, troubleshooting steps, and resolutions within ServiceNow.
• Install, configure, deploy, and support desktops, laptops, monitors, printers, and other end‑user hardware.
• Support new‑hire onboarding, workstation setups, hardware refresh initiatives, equipment replacements, and employee relocations.
• Assist with user account maintenance, password resets, and basic access‑related requests.
• Follow established IT support processes, procedures, and knowledge‑base documentation.
• Escalate complex technical issues to appropriate support teams when required.
• Deliver a high level of customer service while communicating effectively with users at all levels of the organization.
• Meet established service levels and ticket resolution goals.
• Contribute to the creation and maintenance of support documentation and knowledge articles.
• Adhere to all company IT policies, security standards, and compliance requirements.

Required Skills & Qualifications

• Basic knowledge of Windows 11 operating systems and desktop support concepts.
• Familiarity with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint.
• Experience with, or willingness to learn, ServiceNow or other IT service‑management/ticketing platforms.
• Strong customer service, interpersonal, and communication skills.
• Ability to troubleshoot common hardware, software, and connectivity issues.
• Strong organizational skills with the ability to prioritize tasks in a fast‑paced environment.
• Team‑oriented mindset with a desire to learn and grow within the IT field.
• Ability to follow documented procedures and work independently when needed.

Preferred Qualifications

• Prior experience in a Help Desk, Desktop Support, Technical Support, or other customer‑facing IT support role.
• Associate degree, technical certification, or coursework in Information Technology, Computer Science, or a related field.
• Exposure to enterprise environments, Active Directory, Microsoft 365 administration, device deployment tools, or endpoint management solutions.

Pay

The pay range for this position is $22.00 – $25.00 per hour. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent factors.

Benefits

• Medical, dental & vision coverage
• Critical Illness, Accident, and Hospital insurance
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions
• Life Insurance (voluntary life & AD&D for employee and dependents)
• Short‑ and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid time off / vacation / sick leave

Location & Workplace Type

This is a fully onsite contract position based in Madison, WI.