Helpdesk Specialist*

Madison, City of (WI); Madison (WI); On-site; USD 42,000 - 52,000; Full time

Job summary

The City of Madison Information Technology Department is hiring a Helpdesk Specialist to provide first-level problem resolution and computing support to City staff. This entry-level professional role focuses on courteous, helpful service and strong people skills while handling desktop, laptop and tablet devices, front desk duties, and ticket logging.

Initial work is in-office with a six-month plan reviewed for possible alternating in-office and remote weeks.

Qualifications

• Two years of experience applying desktop and server computer system technology (hardware/software).
• Two years of professional Helpdesk experience.
• Proficiency with Microsoft 365 Apps (Excel, Word, Outlook, etc.).
• Knowledge of Windows 10/11, SharePoint, Intune and MDM.

Responsibilities

• Provide first-level contact and problem resolution for hardware, software and applications.
• Interface with users to promote a positive image of the department.
• Analyze, troubleshoot and resolve Helpdesk tickets promptly.
• Log calls and document problem symptoms for resolution.
• Use remote access tools and update knowledge base articles.
• Assist with workstation replacement, imaging and software updates.
• Follow escalation procedures when necessary and maintain clear communications with customers.

Skills

Customer service

Helpdesk support

AD credentials

Education

Associate's degree in CS or related

Bachelor's degree in CS or related

Tools

Microsoft 365 Apps

Windows 10/11

SharePoint

Intune

MDM

Active Directory

Job description

Are you looking for a full-time IT job that works less than 40 hours per week?

The City of Madison Information Technology Department is looking to hire a Helpdesk Specialist to provide first-level problem resolution and computing support to City of Madison staff. This a professional entry-level position responsible for first-level problem determination, problem/incident recording, problem resolution and problem escalation for City IT supported products and services. This position is characterized by providing courteous, thoughtful and helpful service to City of Madison staff and a strong desire to work with people and to help people is required. Duties of this position include, but are not limited to, the following: setup and installation of desktop/laptop/tablet end-user devices; maintain the front desk and serve as a first point of contact for walk-ins, scheduled appointments and deliveries; troubleshoot problems related to computer hardware, software applications and network related issues; entry of calls into call tracking system; adding and updating knowledge base articles; tracking inventory and assets.

This work is normally performed under the close supervision of a Principal IT Specialist or other supervisor/manager.

This recruitment may be used to fill additional Helpdesk Specialist vacancies that may occur within the next six (6) months.

The City of Madison offers a competitive benefits package, including a generous leave package, a variety of insurance options at a low cost to employees, and non-traditional benefits such as a free bus pass. View a complete listing of benefits. Consider joining our team!

Please note:

• Interviews will be held in person for this position.
• The first six months of employment will be fully in-person, Monday through Friday. Performance will be reviewed following the first six months with the potential to alternate in-office work weeks with remote work weeks every other week.
• Employees are permitted to live within a 2-hour drive of the City-County Building (210 Martin Luther King Jr. Blvd., Madison, WI 53703).

The City of Madison is a qualified employer for the Public Service Loan Forgiveness Program.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

*Stated salary will receive a 3% wage increase effective 12/20/26.

Provide customer assistance – via phone call, email, computer remote control or in person

• Provide first-level contact and problem resolution for all users with hardware, software and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Analyze, troubleshoot and resolve Helpdesk tickets in a timely manner.
• Submit knowledge documents for all resolutions not already contained in the knowledgebase. Maintain the health of the knowledgebase.
• Log all calls at point of first-level contact noting problem symptoms and status information in order to expedite problem resolution.
• Research problems using tools available.
• Install software using Helpdesk documentation.
• Reset passwords. Assist with employee authentication including Active Directory credentials and Multi-factor authentication.
• Professionally and courteously obtain and convey concise problem information for external and internal service personnel. Consistently demonstrate a positive and professional attitude with a high level of management and peer group cooperation.
• Enter detailed descriptions of issues, attempted solutions or workarounds, and other relevant information into service management systems.
• Escalate problems as appropriate following Helpdesk procedures. Initiate escalation when applicable to ensure management awareness of issues that are severe in nature or that are exceeding expected levels and document detailed problem resolutions according to departmental standards and to enhance knowledge base.
• Act as a liaison between customers and internal support staff to ensure clear communications. Maintain communications with customers during the problem resolution process.
• Follow up with customers on open requests.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Utilize remote access software.
• Maintain competency and enhance professional growth and development through continuing internal and external training.

Workstation Replacement

• Replace workstations due to end-of-life or other reasons.
• Image workstation, install customer specific software.
• Install Windows Updates, application security updates, and device driver and BIOS updates. Ensure workstation can be remote controlled.
• Communicate and coordinate with customers on identifying and resolving workstation problems.
• Deploy workstation with customer, verify all hardware and software is installed and working, and recycle old workstation equipment.
• Communicate and coordinate with customers on identifying and resolving workstation problems.

Administrative

• Include racial equity and social justice (RESJI) considerations in projects and initiatives.
• Attend training on APM 3-5, Implicit Bias and RESJI topics as assigned by your supervisor.
• Attend Team, Unit and Department meetings.
• Maintain records.
• Prepare status reports and other communications.
• Attend technical training, read industry publications, and keep current in technologies.

Perform related work as assigned.

Two (2) years experience in applying the following:

• Desktop and server computer system technology (hardware and software) and its effective applications
• Computer software packages to include Microsoft 365 Apps (Excel, Word, Access, PowerPoint, Outlook, OneNote, OneDrive)
• Windows 10 and Windows 11 operating systems
• SharePoint
• Intune
• Mobile Device Management
• Computer networking

OR

• Two years of professional Helpdesk experience.

OR

• Associate's degree from an accredited college or university in computer science or a related field.
• One (1) year of professional helpdesk experience

OR

• Bachelor's degree from an accredited college or university in computer science or a related field

The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities.

For a complete list of the Knowledge, Skills, and Abilities, please see the class specification

Possession of a valid driver's license. Employees may be expected to visit sites throughout the City in order to troubleshoot issues.

Please note: The City of Madison does not sponsor visas. Applicants must have proof of a legal right to work in the U.S. to be considered for this position.

Physical Requirements

• Employees must be able to sit or stand at a desk for extended periods of time.
• Employees must be able to use standard office equipment such as a telephone, computer, calculator, and copier.
• Employees must have the physical strength, coordination, and acuity inherent to set up, install and test computers as assigned weighing up to 50 pounds and working under workstations and/or in confined areas.
• Employees must be able to see computer displays for troubleshooting and deployment and hear on the phone and in-person conversations.

*The payroll title for this position is IT Specialist 1