Desktop Support II

Gain on-site visibility and high-impact ownership in a Desktop Support II role with Mars Solutions Group. This contract position is based in Madison, WI and provides escalated-level support for desktop applications and hardware, including in-person assistance for client staff at the Hill Farms State Office building. You will also help grow and operate the Information Technology Service Management (ITSM) program at Wisconsin under the general guidance of the IT Operations Manager.

What you’ll do

• Support the growth and ongoing operation of the IT Service Management (ITSM) program at Wisconsin under the general guidance of the IT Operations Manager.
• Act as an expert resource using extensive experience and judgment to plan and accomplish goals.
• Provide technical assistance for desktop supported applications and hardware, including support and preparation.
• Handle escalated-level issues routed from the help desk.
• Apply broad knowledge across IT concepts, practices, and technologies to support resolution and service delivery.
• Deliver in-person support to client staff at the Hill Farms State Office building in Madison, WI.

Desktop support scope

You’ll be working across desktop environments and common end-user technology, including knowledge of desktop operating systems, desktop applications, desktop hardware, laptop systems, and desktop printer support. The role also includes support responsibilities involving Android devices, iOS devices, other supported wireless devices, and related peripherals.

What you bring

• 4+ years of experience in desktop support or related IT roles.
• Ability to diagnose, patch, and deploy desktop systems and other IT hardware, including mobile devices and printers.
• Effective, professional communication and interpersonal skills with a wide range of customers, including executives.
• Ability to identify, lead, and implement ITSM improvement initiatives using ITIL and industry best practices.
• High self-motivation with strong prioritization skills and attention to detail.

Helpful certifications (nice to have)

• ITIL 4 Foundation certification (or similar)
• CompTIA A+ certification (or similar)

Additional details

• Full-time onsite in Madison, WI
• Must be a CURRENT WI resident; local to Madison is strongly preferred
• No relocation allowed
• Expected to cover parking costs or work out a reimbursement agreement with the supplier (some free street parking nearby, or onsite parking at approximately $75/month)
• Interview process: Teams with camera on

Compensation: $18–$20/hour (contract). This role centers on escalated desktop support and ITSM program execution, with in-person coverage at the Hill Farms State Office location.