Desktop Support Specialist

Description Locations Madison, WI Job Type: Full-Time Work Arrangement: IN OFFICE – Madison WI The Role at a Glance As our Desktop Support Specialist, you are the face of internal IT. You’ll be the go-to person for responding to helpdesk tickets, setting up hardware, managing multiple user accounts, and keeping our systems secure and updated. This role blends independent problem-solving with high-visibility collaboration across our technical teams and IT leadership. Experience with Windows OS, Microsoft Active Directory, helpdesk ticketing systems, hardware setup, software installation and configuration, and remote support tools is required. What You’ll Do (Essential Responsibilities) Technical Support & Troubleshooting: Provide top-tier, first-line technical assistance for hardware and software issues, diagnosing root causes to minimize user downtime. Ticket & Queue Management: Own the lifecycle of break/fix tickets, equipment moves, and recurring compliance tasks. Document your findings to help us build a sharper knowledge base. User Account Management: Use Microsoft Active Directory and various business-critical applications to provision, modify, and manage user accounts securely. Hardware & Software Lifecycle: Install, configure, and maintain laptops, monitors, VPN appliances, printers, mobile devices, and more. Keep our IT Asset Management database accurate and compliant. Systems & Patch Management: Navigate and configure Windows and Ubuntu/Linux operating systems. Assist with testing and deploying security patches and software updates across the network. Proactive Optimization: Monitor system performance to catch bottlenecks before they impact users, and contribute to internal IT training documentation. On-Call Rotation: Participate in an after-hours on-call rotation to handle critical system alarms and urgent, business-impacting events. What You Bring to the Table Education & Experience: An Associate’s degree (A.A.) in Computer Science, MIS, or a related field preferred (but not required). 2 to 4 years of direct experience in an IT desktop support or helpdesk role in a professional environment with multiple users. An active CompTIA A+ certification is a major plus! Experience required with Windows OS, Microsoft Active Directory, helpdesk ticketing systems, hardware setup, software installation and configuration, and remote support tools. Skills & Core Attributes: Foundational technical troubleshooting skills across Windows and Linux environments. Stellar customer service skills—you can translate complex technical jargon into friendly, simple terms for non-technical users. High self-motivation, a strong sense of urgency, and keen attention to detail. Excellent time-management skills with the flexibility to shift priorities on the fly. A collaborative mindset; you thrive in a team-oriented environment but can also research solutions independently. Physical & Environmental Expectations Proven experience working effectively in a professional office environment. Ability to remain in a stationary position for up to 8 hours a day. Ability to move about the office to access machinery and regularly lift/move IT equipment up to 50 lbs. Ability to communicate, detect, and exchange technical information clearly and continually. Why Join Us? Ready to accelerate your IT career with a fast-growing, progressive industry leader? We are a premier third-party administrator of self-funded employee benefit plans. As we continue to prosper and expand, we are looking for dedicated talent to join our team. What’s In It For You? (Perks & Benefits) We take care of our people. Your hard work will be rewarded with a robust compensation package, including: Health & Wellness: Comprehensive Medical, Dental, and Vision insurance, plus a Flexible Spending Account (FSA) and Gym Membership Reimbursement. Financial Security: Company-paid Life Insurance, Short-Term Disability (STD), Long-Term Disability (LTD), and a competitive 401(k) plan. Work-Life Balance: 3 weeks of paid vacation , plus 9 paid holidays. Culture: A team-first environment and paths for professional growth. #J-18808-Ljbffr