Description
The Help Desk Support Specialist provides first-level technical support to end users experiencing hardware, software, network, and access-related issues. This role is responsible for troubleshooting, diagnosing, and resolving technical problems while delivering excellent customer service. The specialist serves as a primary point of contact for IT support requests received via phone, email, ticketing systems, and other communication channels.
The ideal candidate possesses strong problem-solving skills, a customer-focused mindset, and working knowledge of Windows 11, Microsoft 365, and basic networking concepts. This position follows established procedures and escalation processes to ensure timely issue resolution and consistent service delivery.
Key Responsibilities
Serve as the first point of contact for end users seeking technical assistance.
Provide support for a variety of IT-related issues, including password resets, account lockouts, network access, Microsoft 365 applications, and Windows 11 troubleshooting.
Identify, research, troubleshoot, and resolve technical issues in a timely and professional manner.
Respond to support requests received via telephone, email, chat, ticketing systems, and walk-up inquiries.
Accurately document incidents, service requests, troubleshooting steps, and resolutions within the IT service management system.
Monitor and track open tickets to ensure prompt resolution and adherence to established service level agreements (SLAs).
Escalate complex issues to appropriate support teams when necessary while maintaining ownership of the customer experience.
Analyze recurring issues and trends and communicate findings to support leadership for continuous improvement opportunities.
Follow established IT policies, procedures, and security protocols.
Maintain knowledge of supported systems, applications, and technologies to effectively assist users.
Deliver exceptional customer service and maintain a professional demeanor in a fast-paced support environment.
Required Qualifications
High school diploma or equivalent required; Associate degree in Information Technology or related field preferred.
1+ year of Help Desk, Service Desk, Technical Support, or Customer Support experience preferred.
Experience supporting:
Windows 11
Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive)
Active Directory user account management
Basic networking and connectivity troubleshooting
Strong verbal and written communication skills.
Excellent customer service and interpersonal skills.
Ability to prioritize multiple tasks in a high-volume support environment.
Ability to follow established procedures and escalation paths.
Preferred Skills
Experience with IT ticketing systems and service management tools.
Familiarity with remote support tools.
Understanding of basic cybersecurity and access management principles.
CompTIA A+ or equivalent technical certification preferred.
Schedule
Shift: Third Shift
Hours: 12:00 AM - 8:30 AM
Days: Saturday - Wednesday
Key Skills
Help Desk Support
Windows 11
Microsoft 365 (O365)
Technical Troubleshooting
Active Directory
Password & Access Management
Incident Management
Customer Service
Ticketing Systems
Network Connectivity Support
Job Type & Location
This is a Contract position based out of Madison, WI.
Pay and Benefits
The pay range for this position is $17.00 - $18.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Madison,WI.
Application Deadline
This position is anticipated to close on Jul 31, 2026.
About TEKsystems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
