Desktop Support Technician - SG2992

Drake & Company; Madison (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading company is seeking a motivated Desktop and Infrastructure Support Technician to join their IT team in Madison, Wisconsin. The role involves providing technical support across a variety of office systems and delivering exceptional customer service. The ideal candidate should have at least 2 years of relevant experience and a strong grasp of IT concepts, while exhibiting a collaborative nature to grow and develop within the team.

Benefits

PTO of 26 days (10 days vacation, 6 sick days, 10 holidays)

SIMPLE IRA retirement plan with employer match

Flexible Spending Account (FSA)

Long-Term Disability, Life, AD&D insurance

Discounted tuition on childcare

Qualifications

• At least 2 years in IT support with hands-on experience.
• Strong understanding of Windows systems and Microsoft 365.
• Excellent troubleshooting and communication skills.

Responsibilities

• Provide comprehensive Microsoft 365 support including user account and troubleshooting.
• Diagnose and resolve hardware and software issues across desktop systems.
• Develop solutions for recurring IT issues through scripting and automation.

Skills

Microsoft 365 Administration

Desktop Support

Networking Fundamentals

Problem Solving

Customer Service

Scripting

Job description

Our client is seeking a motivated and detail-oriented Desktop and Infrastructure Support Technician to join theirIT team. This position involves providing technical support for a variety of office systems, software and server infrastructure. The ideal candidate will have hands-on experience in an IT support role, a firm grasp of server-side concepts and a desire to grow and develop their skills in a collaborative environment.

Key Responsibilities

• Microsoft 365 Support : Provide comprehensive support for Microsoft 365, including user account management and administration, and troubleshooting.
• Desktop Support : Troubleshoot and resolve end-user issues across Windows Virtual Desktop Infrastructure (VDI) and physical desktop systems, covering software, hardware, and peripheral devices.
• Hardware Support : Diagnose and resolve hardware issues related to zero clients, printers, laptops, and other office technology.
• Networking Support : Troubleshoot user networking and connectivity issues.
• Scripting & Automation : Develop solutions to recurring IT issues through scripting, Group Policy, or other means to improve efficiency.
• User Training : Develop and deliver training programs on common technical challenges and best practices, to improve user proficiency and reduce support requests.
• System Configuration : Set up new hardware and software for staff onboarding.
• Collaboration & Project Support : Assist with system administration, technology deployments, and IT-related projects. Work with cross-functional teams to deliver solutions that meet business needs.
• Technical Documentation : Maintain clear and up-to-date documentation on procedures, configurations, and resolutions to aid in troubleshooting and team knowledge sharing.
• Customer Service : Provide exceptional customer service with an empathetic, solutions-focused approach, ensuring users are supported and empowered to use technology efficiently.

Qualifications

Required

• At least 2 years hands-on experience in an IT support or desktop support role, with a solid understanding of common desktop and network-related issues.
• Strong understanding of Microsoft 365 administration (Teams, Outlook, etc.), including user management, permissions and troubleshooting.
• Expertise in supporting Windows-based systems (Windows 10 / 11).
• Understanding of networking fundamentals, including TCP / IP, DNS, DHCP, VPNs, and routing.
• Experience managing and troubleshooting virtual desktop environments, particularly VDI platforms.
• Proficiency in the use of Microsoft Office applications (Word, Excel, and Outlook), and experience with VBA scripting.
• Strong problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently.
• Ability to work independently and collaboratively within a team, managing multiple priorities and projects effectively.
• Excellent communication skills, with the ability to assist users with varying levels of technical knowledge in a clear and helpful manner.
• A positive, customer-oriented attitude, demonstrating patience and professionalism when interacting with users and staff.

Preferred

• Experience with Active Directory and Group Policy for user management and system configuration.
• Linux server administration (Ubuntu, Debian, etc.), including troubleshooting and maintenance.
• Experience with virtualization platforms, especially VMware Horizon and vSphere.
• Experience with remote desktop management tools is beneficial.
• PTO of 26 days (10 days of vacation, 6 personal / sick days, 10 paid holidays)
• SIMPLE IRA retirement plan with employer match
• Flexible Spending Account (FSA)
• Long-Term Disability, Life, AD&D insurance
• Discounted tuition on childcare

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