Telecommunications Support Specialist

Madison Gas and Electric; Madison (WI); Hybrid; USD 52,000 - 75,000; Full time

Job summary

Madison Gas and Electric is seeking a Telecommunications Support Specialist to provide day-to-day operational support for the company’s telecom environment, including mobile devices, MiCollab administration, ticket handling, and vendor invoice processing.

The role emphasizes timely response, accurate tracking, and reliable support for employees across the organization in a hybrid work setting at the Madison, WI headquarters.

Qualifications

• 0–2 years of IT support or help desk experience.
• Experience supporting end users in a customer-focused environment.
• Familiarity with telecom systems is a plus.

Responsibilities

• Maintain telecommunications financial tracking and budgeting support.
• Monitor service desk queues and intake.
• Create and manage telecom tickets in the service desk.
• Provide first-level telecom support for devices and services.
• Troubleshoot basic device issues and coordinate with users.
• Administer user access for telecom systems with HR coordination.
• Coordinate repair, replacement, and vendor service.
• Escalate complex issues and track progress.
• Respond to walk-up and email requests balancing priorities.

Skills

IT service desk

Mobile device support

Email & calendar management

Excel

Documentation & file naming

Vendor portal & invoices

Written & verbal communication

Attention to detail

Education

Associate degree in IT/Telecommunications

Tools

Freshservice

Mitel

Job description

Job Purpose

The Telecommunications Support Specialist provides day-to-day operational and administrative support for MGE’s telecommunications environment, including mobile devices, MiCollab user administration, ticket intake and coordination, and telecom vendor invoice processing. This role ensures timely response to requests, accurate tracking of telecom activities, and reliable support for employees across the organization.

Core Responsibilities

Note: This is not an all-inclusive listing.

• Maintain telecommunications financial tracking records, including monitoring expenditures, reconciling invoices, tracking device and service costs, and supporting budget planning and reporting activities.
• Monitor and manage the Telecommunications shared inbox and service desk queues throughout the workday to ensure timely intake, tracking, and response to requests.
• Create, update, assign, and follow up on telecommunications-related tickets in the service management system to support accurate documentation and resolution.
• Provide first-level support for telecommunications services and devices, including mobile phones, tablets, and collaboration tools.
• Troubleshoot basic device and telecom issues, coordinating directly with employees and scheduling support around operational needs.
• Administer user access for telecommunications systems, including onboarding, changes, and removals in coordination with HR notifications.
• Coordinate repair, replacement, and vendor service for damaged or malfunctioning telecommunications devices.
• Escalate complex or unresolved issues to internal team members or external vendors and track progress to resolution.
• Respond to walk-up, email, and direct employee requests while balancing assigned work and other operational priorities.

Behavioral Competencies

Note: These are in addition to MGE’s Core Competencies

• Customer Focus – Builds positive relationships by responding promptly and courteously to employee requests and issues.
• Communicates Effectively – Shares information clearly and accurately in tickets, emails, and day-to-day interactions.
• Plans and Aligns – Organizes work, monitors queues, and follows established processes to meet service expectations.
• Action Oriented – Takes initiative to address issues, follow up on open items, and keep work moving.
• Tech Savvy – Demonstrates comfort using technology systems, tools, and applications to complete work.

Skills

• Basic IT service desk or ticketing system experience (e.g., Freshservice) – working proficiency
• Mobile device support (iOS phones and tablets) – working proficiency
• Email, calendaring, and Microsoft Excel – working proficiency
• Document management and file naming/version control – working proficiency
• Vendor portal navigation and invoice processing – basic to working proficiency
• Written and verbal communication – working proficiency
• Organization and attention to detail – working proficiency

Education

• Associate degree or coursework in Information Technology, Telecommunications, or a related field
• Relevant IT or telecom certifications are a plus but not required

Experience

• 0–2 years of experience in an IT support, help desk, telecommunications, or administrative support role
• Experience supporting end users in a customer service–oriented environment (e.g., contact center) preferred
• Experience with Mitel preferred

Work Location

• This hybrid role is based at our Madison, WI headquarters. While three days onsite is the minimum, team collaboration and business needs may require additional in-office presence.

Pre-employment will require satisfactory completion of a background check and drug screen.

We are an AA/EOE employer and consider all qualified candidates without regard to protected status.