Help Desk Technician

Description

We are seeking a reliable and customer-focused Help Desk Technician in Madison, WI. This role involves providing first and second-tier technical support to end users, including identity verification, password resets, account unlocks, and troubleshooting hardware, software, and network issues. The ideal candidate will have strong communication skills, a solid technical foundation, and a commitment to delivering high-quality service.

Key Responsibilities

• Verify caller identity and assist with password resets and account unlocks
• Guide users on self-service account recovery tools
• Escalate calls to appropriate teams when necessary
• Document all interactions and resolutions accurately in the ticketing system
• Provide Tier 1 and Tier 2 support for hardware, software, and network issues
• Support and manage desktops, laptops, and peripheral devices
• Fulfill software service requests and assist with installations and configurations
• Utilize security and identity management tools to manage public user accounts
• Ensure compliance with IT policies and procedures

Supported Technologies

• Windows 10/11
• Microsoft Office 365
• Adobe products
• Active Directory
• VPN and multi-factor authentication tools

Required Skills & Qualifications

• Experience providing IT support in a professional environment
• Proficiency with Microsoft Office Suite
• Experience with identity and account management administration

Preferred Skills

• Familiarity with web-based telephony systems
• Experience verifying confidential account credentials
• Knowledge of conference room technology and support

Technical Keywords

Windows 10, Active Directory, Office 365, IT Support, Troubleshooting, Customer Service