Job Description

Desktop Support Technician

We are seeking a skilled and customer-focused Desktop Support Technician to join our IT support team. This role is responsible for handling Tier 2 escalations from the help desk, supporting onboarding and offboarding processes, and providing white-glove technical support to end users. The technician will work closely with cross-functional teams including the Network Operations Center (NOC) and User Administration to ensure seamless IT service delivery. This is a primarily on-site role based in Madison, WI, with occasional travel to our West Bend home office. While many issues will be resolved in person, some support will be provided remotely. The role also includes hands-on hardware support and device imaging responsibilities.

Key Responsibilities

• Tier 2 Support: Handle escalated technical issues from Tier 1 help desk staff, providing timely and effective resolution.
• User Lifecycle Management: Assist with onboarding and offboarding processes, including account setup, permissions, and hardware provisioning.
• Active Directory Administration: Manage user accounts, groups, and access controls using Active Directory.
• Collaboration with IT Teams: Work closely with the NOC and User Administration teams to coordinate support efforts and ensure consistent service delivery.
• White-Glove Support: Provide high-touch, personalized support to on-site users, including executives and VIPs.
• Remote & On-Site Troubleshooting: Resolve technical issues both in person and remotely using diagnostic tools and remote access software.
• Hardware Support: Perform hardware diagnostics, repairs, and replacements for desktops, laptops, and peripherals.
• Device Imaging & Configuration: Image and configure devices according to company standards and ensure readiness for deployment.
• Documentation & Ticketing: Maintain accurate records of support activities in ServiceNow and contribute to knowledge base documentation.

Required Skills & Qualifications

• 2+ years of experience in desktop or technical support.
• Strong troubleshooting skills with Windows 10 and Office 365.
• Proficiency in Active Directory and user account management.
• Experience with hardware support and device imaging.
• Familiarity with ServiceNow or similar ticketing systems.
• Excellent customer service and communication skills.
• Ability to work independently and prioritize tasks effectively.
• Willingness to travel occasionally to West Bend office as needed.

Preferred Skills

• Experience with Azure Virtual Desktop environments.
• Knowledge of telephony systems and support.
• Exposure to automation tools and scripting.
• Proficiency in PowerShell for administrative tasks.
• Experience with Intune for device management and policy enforcement.

Technical Environment

• Operating Systems: Windows 10
• Tools & Platforms: Office 365, ServiceNow, Intune, SCCM
• Directory Services: Active Directory, Azure AD
• Scripting & Automation: PowerShell
• Mobile & Telephony: iOS, Android, VoIP systems

Pay and Benefits

The pay range for this position is $24.90 - $24.90/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 West Bend, WI.

Application Deadline: This position is anticipated to close on Oct 2, 2025.

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. Learn more at TEKsystems.com.

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