New

IT Help Desk III

TEKsystems
$21.00 - $28.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Wisconsin, Madison
Feb 03, 2026
Description This position works as a member of the IT Service Desk team, under the general supervision of the IT Madison Support Supervisor. The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support for all customers utilizing our clients IT services. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. In addition to providing phone support to customers, this position will also perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems. This position will assist in the development and maintenance of the support knowledgebase, training and documentation. This position maintains a strong customer focus, attention to detail, prioritization, and effective communication. TIME % GOALS AND WORKER ACTIVITIES: 60% A. Provide professional and exceptional first line support for all customers utilizing the our clients IT services. A.1 Respond in a timely manner to requests for technical assistance in person, via phone, or electronically. A.2 Diagnose and resolve technical hardware and software issues. A.3 Resolve incidents with workstations, printers, copiers and scanners. A.4 Provide training and education to customers. A.5 Research solutions using available information found in the knowledgebase and the IT service desk system. A.6 Follow standard service desk procedures. A.7 Accurately record, update and document requests using the IT service desk system. A.8 Maintain accurate inventory of all hardware and software resources. A.9 Identify and effectively prioritize situations requiring urgent attention. A.10 Track and route problems and requests and document resolutions. A.11 Stay current with system information, changes and updates. A.12 Maintain excellent communication with all end users and other members of the department. A.13 Work with outside vendors as needed. 30% B. Multidivisional hardware and software technical support for multi-Divisional customers. C.1 Configure, install, and upgrade computer hardware and software. C.2 Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc...) C.3 Perform equipment moves and surplus outdated and no longer used equipment. 10% C. Create/Maintain Documentation and knowledgebase. B.1 Assist with the development and maintenance of communication templates and procedures. B.2 Assist with the development and maintenance of the service desk system and knowledgebase. B.3 Assist with the development and maintenance of standard operating and escalation procedures. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED The employee must have comprehensive knowledge of the systems and applications identified below: 1.Personal computer operating systems including Microsoft Windows 11. 2.Personal computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc. 3.Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background. 4.Exceptional oral and written communication skills. 5.Ability to recognize, analyze, and effectively solve problems in a timely and organized manner. 6.Ability to multi-task in a fast-paced environment. 7.Skill and ability to provide a positive and efficient customer service experience. 8.Strong organizational skills. 9.Strong understanding of problem-solving methods and practices. 10.Experience developing appropriate documentation for customers and service desk staff. 11.Understanding of ITIL Service Desk Incident Management methods and practices. 12.Experience identifying trends for Major Incident identification 13.Understanding of Knowledge Management principles and their benefits within a Service Desk team. 14.Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and other related business software. Additional Skills & Qualifications Nice to Have Skills: - Familiarity with ITSM/ticketing systems e.g. Cherwell - Experience writing technical and user documentation - Image and deploy PCs (2-5 years' experience) Experience Level Intermediate Level Job Type & LocationThis is a Contract position based out of Madison, WI. Pay and BenefitsThe pay range for this position is $21.00 - $28.00/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 TypeThis is a hybrid position in Madison,WI. Application DeadlineThis position is anticipated to close on Feb 14, 2026. h4>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.