Desktop Support Specialist

The Planet Group; Madison (WI); On-site; USD 48,000 - 72,000; Full time

Job summary

The Planet Group is seeking a Desktop Support Specialist in Madison, WI to deliver high-quality end-user support across the organization. You will assist VIPs, remote and onsite staff, and ensure smooth operation of desktops, laptops, peripherals, and meeting technologies.

Ideal candidates have strong communication, proven troubleshooting skills, and experience in a fast-paced corporate IT environment. You will document resolutions, uphold SLAs, and collaborate with IT teams to rapidly resolve

Qualifications

• Strong communication and written skills.
• Experience in a customer-service oriented technical support role.
• Ability to troubleshoot hardware and software issues.
• Experience in a fast-paced corporate IT environment.
• Familiarity with networking basics, Wi-Fi, VPNs.

Responsibilities

• Provide end-user technical support for desktops, laptops, peripherals, and meeting tech.
• Diagnose and resolve hardware and software issues
• Maintain SLAs and customer satisfaction targets
• Document activities and resolutions in the ticketing system
• Communicate technical information clearly to non-technical users
• Collaborate with IT teams to escalate and resolve complex issues

Skills

Communication skills

Customer service

Troubleshooting

Windows OS support

Networking basics

Documentation and ticketing

Mobile device support

Tools

ServiceNow

Job description

The Desktop Support Specialist is responsible for delivering high-quality technical support to end users across the organization. This role ensures the smooth operation of desktops, laptops, peripherals, and meeting technologies, with a strong emphasis on customer service, responsiveness, and technical excellence. The position includes support for VIPs, remote and onsite staff, and requires the ability to communicate effectively with both technical and non-technical personnel.

Key Responsibilities

• Provide technical support to end users on the standard operation of core systems, including hardware, software, and peripherals
• Diagnose and resolve issues with laptops, desktops, printers, mobile devices, A/V, and other IT equipment
• Maintain and meet individual service level agreements (SLAs), quality targets, and customer satisfaction objectives
• Communicate technical information clearly and effectively to both technical and non-technical audiences
• Document support activities and resolutions & maintain accurate records in ticketing systems
• Collaborate with other IT teams to escalat \e and resolve complex issues
• Perform other duties as assigned based on evolving business needs

Required Qualifications

• Strong communication skills—verbal, written, and interpersonal
• Proven experience in a customer service-oriented technical support role
• Demonstrated ability to troubleshoot and resolve hardware and software issues
• Experience in a fast-paced, corporate IT environment
• Familiarity with networking fundamentals, including Wi-Fi, VPNs, and remote access tools
• Proficiency in supporting Microsoft Windows OS, Office applications, and desktop/laptop hardware
• Familiarity with mobile device support
• Ability to exercise sound judgment and make decisions independently
• Strong organizational skills and attention to detail

Preferred Qualifications

• Experience with ITIL-based support processes and ticketing systems (e.g., ServiceNow)
• Knowledge of macOS and cross-platform support environments