Desktop Support Specialist

Socket.dev; Madison (WI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health & Wellness benefits

Life Insurance & Disability

3 weeks paid vacation + holidays

Culture of growth

Job summary

Socket.dev in Madison, WI is seeking a Desktop Support Specialist to join our collaborative IT team. You will respond to helpdesk tickets, set up hardware, manage user accounts, and help keep systems secure and updated.

You will work on Windows environments, Active Directory, ticketing systems, and remote support tools, with on-site duties and an after-hours on-call rotation to ensure business continuity.

Qualifications

• 2–4 years of direct IT desktop support experience.
• CompTIA A+ certification is a major plus.
• Experience with Windows OS, Active Directory, helpdesk tickets, and remote support tools.

Responsibilities

• Provide first-line technical assistance for hardware and software issues.
• Own ticket lifecycle, equipment moves, and compliance tasks.
• Provision and manage user accounts with Active Directory.
• Install, configure, and maintain laptops, printers, VPN appliances, and more.
• Test and deploy patches and updates across the network.
• Monitor system performance and contribute to IT training docs.
• Participate in after-hours on-call rotation.

Skills

Windows OS

Active Directory

Helpdesk

Remote support

Hardware setup

Software installation

Education

Associate degree preferred

Tools

Ticketing systems

Job description

Description

Locations Madison, WI

Job Type: Full-Time

Work Arrangement: IN OFFICE – Madison WI

The Role at a Glance

As our Desktop Support Specialist, you are the face of internal IT. You’ll be the go-to person for responding to helpdesk tickets, setting up hardware, managing multiple user accounts, and keeping our systems secure and updated. This role blends independent problem-solving with high-visibility collaboration across our technical teams and IT leadership. Experience with Windows OS, Microsoft Active Directory, helpdesk ticketing systems, hardware setup, software installation and configuration, and remote support tools is required.

What You’ll Do (Essential Responsibilities)

• Technical Support & Troubleshooting: Provide top-tier, first-line technical assistance for hardware and software issues, diagnosing root causes to minimize user downtime.
• Ticket & Queue Management: Own the lifecycle of break/fix tickets, equipment moves, and recurring compliance tasks. Document your findings to help us build a sharper knowledge base.
• User Account Management: Use Microsoft Active Directory and various business-critical applications to provision, modify, and manage user accounts securely.
• Hardware & Software Lifecycle: Install, configure, and maintain laptops, monitors, VPN appliances, printers, mobile devices, and more. Keep our IT Asset Management database accurate and compliant.
• Systems & Patch Management: Navigate and configure Windows and Ubuntu/Linux operating systems. Assist with testing and deploying security patches and software updates across the network.
• Proactive Optimization: Monitor system performance to catch bottlenecks before they impact users, and contribute to internal IT training documentation.
• On-Call Rotation: Participate in an after-hours on-call rotation to handle critical system alarms and urgent, business-impacting events.

What You Bring to the Table

Education & Experience:

• An Associate’s degree (A.A.) in Computer Science, MIS, or a related field preferred (but not required).
• 2 to 4 years of direct experience in an IT desktop support or helpdesk role in a professional environment with multiple users.
• An active CompTIA A+ certification is a major plus!
• Experience required with Windows OS, Microsoft Active Directory, helpdesk ticketing systems, hardware setup, software installation and configuration, and remote support tools.

Skills & Core Attributes:

• Foundational technical troubleshooting skills across Windows and Linux environments.
• Stellar customer service skills—you can translate complex technical jargon into friendly, simple terms for non-technical users.
• High self-motivation, a strong sense of urgency, and keen attention to detail.
• Excellent time-management skills with the flexibility to shift priorities on the fly.
• A collaborative mindset; you thrive in a team-oriented environment but can also research solutions independently.

Physical & Environmental Expectations

• Proven experience working effectively in a professional office environment.
• Ability to remain in a stationary position for up to 8 hours a day.
• Ability to move about the office to access machinery and regularly lift/move IT equipment up to 50 lbs.
• Ability to communicate, detect, and exchange technical information clearly and continually.

Why Join Us?

Ready to accelerate your IT career with a fast-growing, progressive industry leader? We are a premier third-party administrator of self-funded employee benefit plans. As we continue to prosper and expand, we are looking for dedicated talent to join our team.

What’s In It For You? (Perks & Benefits)

We take care of our people. Your hard work will be rewarded with a robust compensation package, including:

• Health & Wellness: Comprehensive Medical, Dental, and Vision insurance, plus a Flexible Spending Account (FSA) and Gym Membership Reimbursement.
• Financial Security: Company-paid Life Insurance, Short-Term Disability (STD), Long-Term Disability (LTD), and a competitive 401(k) plan.
• Work-Life Balance: 3 weeks of paid vacation, plus 9 paid holidays.
• Culture: A team-first environment and paths for professional growth.