First-Line IT Support Specialist - End-User Tech

Reinhart Boerner Van Deuren sc; Madison (WI); On-site; USD 42,000 - 66,000; Full time

Job summary

Reinhart Boerner Van Deuren is seeking a Digital End User Services Technician to provide first-line support for internal customers in Madison, WI. You will handle incidents and service requests, create tickets, gather details, and escalate when needed to resolve issues quickly.

You will build strong relationships with users, document solutions, and contribute to knowledge base growth while delivering friendly, professional service and meeting SLAs.

Qualifications

• Associate's Degree in a computer-related field.
• 1–3 years of relevant help desk experience.
• ITIL Foundation or ITSM certification preferred.
• Reliable transportation and ability to be in the office.
• Strong client-facing and communication skills.
• Ability to define problems, collect data, and draw conclusions.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customer expectations.
• Ensure proper recording, documentation, KB creation, and closure.
• Recommend procedure modifications or improvements.
• Preserve and grow knowledge of help desk procedures, products, and services.

Skills

Active listening

Attention to detail

Problem solving

Customer service

Communication skills

Time management

ITSM knowledge

Education

Associate's Degree

Computer-related program

Tools

Help desk software

Remote-control software

Databases

Job description

Reinhart Boerner Van Deuren is seeking a Digital End User Services Technician to provide first-line support for internal customers in Madison, WI. You will handle incidents and service requests, create tickets, gather details, and escalate when needed to resolve issues quickly.

You will build strong relationships with users, document solutions, and contribute to knowledge base growth while delivering friendly, professional service and meeting SLAs.