3rd Shift Helpdesk Support Specialist

TEKsystems

Wisconsin

On-site

USD 23,000 - 25,000

Full time

12 days ago

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Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability insurance (short & long)

HSA health plan

Transportation benefits

Employee Assistance Program

Paid time off

Job summary

TEKsystems in Madison, WI seeks a Help Desk Support Specialist to provide first-level IT support for hardware, software, network, and access issues. You will troubleshoot, document, and resolve incidents while delivering strong customer service in a fast-paced environment.

The ideal candidate will have 1+ year of experience, knowledge of Windows 11, Microsoft 365, and Active Directory, and the ability to follow established procedures and SLAs.

Qualifications

High school diploma or equivalent required; Associate degree preferred.
1+ year of Help Desk, Service Desk, Technical Support, or Customer Support experience preferred.
Experience supporting Windows 11, Microsoft 365, Active Directory, and basic networking.

Responsibilities

Serve as the first point of contact for end users seeking technical assistance.
Provide support for password resets, account lockouts, network access, and Windows 11 troubleshooting.
Document incidents, service requests, and resolutions in the IT service management system.
Escalate complex issues while owning the customer experience.
Monitor tickets to meet SLAs and communicate trends to leadership.

Skills

Help Desk Support

Windows 11

Microsoft 365

Technical Troubleshooting

Active Directory

Password & Access Management

Incident Management

Customer Service

Ticketing Systems

Network Connectivity Support

Education

Associate degree in Information Technology or related field

Job description

Job Description

Description

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.

Key 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.

Required 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
- 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.