Help Desk

The Help Desk II position at TeamSoft IT Solutions is a hybrid role based in Madison, Wisconsin. It delivers Tier 1–2 technical support, identity and account management, and desktop and device management for DWD staff under a contract through June 30, 2027, with potential for a two-year extension.

Location and Terms

Location: Madison, WI, hybrid work arrangement.

Employment type: Contract.

Compensation: USD 18 - 20 per hour.

Contract duration: Through 06/30/2027, with possible extension of up to two years.

Responsibilities

• Verify caller identity and authenticate users before proceeding.
• Perform password resets and unlock user accounts as needed.
• Guide users through self-service account recovery options.
• Escalate issues when necessary and route complex problems appropriately.
• Document support interactions and track resolutions in a consistent manner.
• Troubleshoot hardware, software, and network issues to resolve incidents.
• Manage and deploy computers for DWD staff, ensuring proper configuration and delivery.
• Handle customer service requests and IT incidents with timely responses.
• Provide Tier 1 and Tier 2 technical support to end users.
• Maintain accurate support documentation and follow up on outstanding items.
• Support user identity verification processes and account management tasks.
• Perform password resets and unlock user accounts as part of routine support.
• Manage public user accounts and assist with account recovery workflows.
• Support, deploy, and maintain laptops and desktops as required.
• Fulfill software service requests and coordinate related tasks.
• Contribute to device deployment projects and ongoing maintenance efforts.
• Deliver clear verbal and written communication with users and teammates.
• Collaborate with team members and stakeholders to resolve issues and improve processes.

Requirements

• Experience with digital tools, systems, or platforms and the ability to quickly learn new technologies (1+ year).
• Customer service or client-facing experience with issue resolution and relationship building (6+ months).
• Experience working in team-based environments with collaboration and effective communication (6+ months).