Desktop Support Specialist 3

Planet Pharma; Madison (WI); On-site; USD 36,000 - 44,000; Full time

Job summary

Planet Pharma in Madison, Wisconsin seeks a Desktop Support Specialist to deliver high-quality technical assistance to end users across the organization. You will maintain desktops, laptops, peripherals, and meeting tech, emphasizing customer service and rapid responsiveness.

You will support VIPs and remote/on-site staff, document resolutions, adhere to SLAs, and work with IT teams to escalate and resolve complex issues, ensuring smooth operations and strong user satisfaction.

Qualifications

• Strong communication and interpersonal skills.
• Customer-service oriented technical support experience.
• Ability to troubleshoot hardware and software issues.
• Experience in fast-paced corporate IT environments.
• Familiarity with networking fundamentals (Wi-Fi, VPNs).
• Proficiency with Windows OS, Office, and desktop hardware.
• Experience supporting mobile devices.
• Ability to exercise sound judgment and make decisions independently.
• Strong organizational skills and attention to detail.

Responsibilities

• Provide technical support to end users for 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 SLAs, quality targets, and customer satisfaction objectives.
• Communicate technical information clearly to technical and non-technical audiences.
• Document support activities, resolutions, and maintain records in ticketing systems.
• Collaborate with IT teams to escalate and resolve complex issues.
• Perform other duties as assigned based on evolving business needs.

Skills

Communication

Customer service

Troubleshooting

Windows support

Networking basics

Documentation

A/V support

Independent judgment

Tools

ServiceNow

Job description

Target PR Range: 25.75-32/hr DOE

Position Summary:

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, resolutions, and maintain accurate records in ticketing systems.
• Collaborate with other IT teams to **escalate** 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.