IT Support Pro — Windows 11 & Microsoft 365 Expert

TEKsystems; Madison (WI); Hybrid; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) Plan

Hybrid work model

Job summary

TEKsystems in Madison, WI is hiring a Contract Technical Support Specialist to be the first point of contact for technical assistance. You will help employees, customers, and application users via phone, email, and ticketing systems, delivering friendly, professional support and clear guidance.

The role emphasizes troubleshooting Level 1 issues across Windows 11, Microsoft 365, and account access, documenting steps, and collaborating with teams to resolve problems while maintaining high service

Qualifications

• Minimum 6 months in a customer service or help desk/ service desk environment.
• Strong customer service and interpersonal communication skills.
• Basic IT troubleshooting in hardware, software, and account access.
• Ability to clearly explain technical information to non-technical users.
• Problem-solving and analytical thinking with attention to detail.

Responsibilities

• Serve as the first point of contact for technical support requests with friendly, professional service.
• Respond to requests via phone, email, ticketing systems and other channels.
• Assist users with password resets, account access, network connectivity, and application issues.
• Troubleshoot Level 1 issues related to Windows 11, Microsoft 365, and user accounts.
• Support end users in accessing business-critical apps and services.
• Document incidents and resolutions accurately in the ticketing system.
• Monitor and manage incidents through resolution with timely user communication.
• Escalate complex issues to appropriate teams when needed.
• Follow established processes and knowledge base articles for consistent service.
• Identify recurring issues and communicate findings to leadership.
• Maintain service levels and contribute to a positive customer experience.

Skills

Technical Support

Help Desk

Service Desk

Windows 11

Microsoft 365

Password Resets

User Accounts

Networking Basics

Incident Management

Ticketing Systems

Customer Service

Problem Resolution

Job description

TEKsystems in Madison, WI is hiring a Contract Technical Support Specialist to be the first point of contact for technical assistance. You will help employees, customers, and application users via phone, email, and ticketing systems, delivering friendly, professional support and clear guidance.

The role emphasizes troubleshooting Level 1 issues across Windows 11, Microsoft 365, and account access, documenting steps, and collaborating with teams to resolve problems while maintaining high service