Helpdesk Technician – IT Support (Entry Level)

Madison, City of (WI); Madison (WI); Presencial; USD 42.000 - 52.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Helpdesk support

AD credentials

Educación

Associate's degree in CS or related

Bachelor's degree in CS or related

Herramientas

Microsoft 365 Apps

Windows 10/11

SharePoint

Intune

MDM

Active Directory

Descripción del empleo

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.