Helpdesk Technician
Helpdesk Technician
Posted on :
11-07-2025
Employer Active
1 Vacancy
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Job Description
Job Summary: Temperature Systems Inc. (TSI) is looking for a dedicated and customer-focused Helpdesk Support Technician to join our Madison-based IT team. As the first point of contact for technology-related issues youll be instrumental in supporting TSIs employees and maintaining our IT infrastructure. Youll work hands-on with hardware software and network systems to provide timely support and contribute to projects that enhance company-wide IT capabilities.
This is a fantastic opportunity to grow within a tight-knit supportive team of three IT professionals where your contributions will be visible valued and impactful.
This is a fantastic opportunity to grow within a tight-knit supportive team of three IT professionals where your contributions will be visible valued and impactful.
Duties/Responsibilities:
Service & Helpdesk Support
Serve as the initial point of contact for all IT-related support inquiries.
Manage and triage tickets through ServiceDesk Plus ensuring accurate documentation and timely resolution.
Owner of helpdesk KPIs. These may include but are not limited to ticket resolution time first-contact resolution rate and customer satisfaction scores.
Handle phone and in-person support; resolve issues during the first contact when possible.
Escalate complex incidents appropriately while keeping end users informed.
Understanding and experience of IT asset management a plus.
Installation Configuration & Maintenance
Deploy configure and maintain Windows workstations and standard office hardware.
Install and license software including Microsoft Office Adobe and VPN clients.
Support common desktop applications (email clients web browsers) and resolve compatibility or configuration issues.
Set up and troubleshoot printers scanners and peripheral devices.
Handle mobile device provisioning setup and troubleshooting (iOS and Android).
Create user guides and conduct informal training sessions for end users.
Security & Endpoint Management
Monitor and respond to endpoint security alerts and patch updates.
Execute malware remediation and assist in maintaining endpoint compliance.
Contribute to vulnerability management through system configuration and update policies.
Documentation & Projects
Maintain up-to-date documentation for procedures assets and support activities.
Participate in team meetings IT reviews and ongoing training sessions.
Support various IT initiatives and contribute to projects that improve team efficiency.
Identify and recommend process improvements to reduce manual effort and resolution time.
Minimum Qualifications
1 years of experience in customer service and technical support roles.
Hands-on experience troubleshooting: laptops/desktops (Dell HP Mac preferred) Microsoft Windows and Office 365 suite printers scanners and related peripherals access issues (password resets account locks) network connectivity (LAN WiFi VPN) Android and iOS mobile platforms.
Excellent communication and interpersonal skills.
Strong organizational and time management abilities in fast-paced environments.
Ability to learn quickly and work both independently and collaboratively.
Flexibility to work evenings or weekends when needed.
Note: This role may involve participation in scheduled on-call rotations or handling of emergency support requests outside standard business hours.
Preferred Qualifications
Experience using ServiceDesk Plus or similar ITSM platforms.
Proficiency with macOS troubleshooting.
Familiarity with Active Directory or Azure AD provisioning.
Experience with Microsoft 365 mailbox and group management.
Knowledge of Remote Desktop Protocol (RDP) MFA and remote support tools.
Understanding of ITIL best practices.
Education and Experience
High School Degree/GED
1-2 years of previous work history
Prior information technology or systems administration preferred
The position is designed with long-term growth in mind with potential to evolve into more advanced technical or leadership roles.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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