Help Desk

Location: Hybrid in Madison, WI
Contract Duration: Through 06/30/2027 (Potential 2-year extension)
Pay Rate Range: $18 to $20/hour

Responsibilities

• Verifying caller identity
• Password resets and account unlock
• Guiding users through self-service account recovery
• Escalating issues when required
• Documenting support interactions
• Providing hardware, software, and network troubleshooting
• Managing and deploying computers for staff
• Supporting customer service requests and IT incidents

Core Responsibilities

Help Desk Support

• Provide Tier 1 and Tier 2 technical support
• Troubleshoot hardware, software, and network issues
• Document incidents and resolutions
• Escalate complex issues appropriately
• Provide customer assistance and follow-up

Identity & Account Management

• Support user identity verification
• Perform password resets
• Unlock user accounts
• Manage public user accounts
• Assist users with account recovery processes

Desktop & Device Management

• Support and manage laptops and desktops
• Fulfill software service requests
• Assist with device deployment and maintenance

Documentation & Communication

• Maintain accurate support documentation
• Provide excellent verbal and written communication
• Collaborate with team members and stakeholders

Requirements

• Experience working with digital tools, systems, or platforms with ability to quickly learn new technologies
• 1+ year customer service or client-facing experience with issue resolution and relationship building
• 6+ months experience working in team-based environments with collaboration and communication