Helpdesk Specialist

The City of Madison, WI is seeking a Helpdesk Specialist to deliver first-level resolution and computing support for City staff. This hybrid role focuses on desktop and end-user technology assistance, incident documentation, troubleshooting of hardware and software issues, and escalation when problems require additional support.

Location

Madison, WI (hybrid)

Salary

USD 73,026 - 85,983 per yearly

Summary

The Helpdesk Specialist provides first-level problem resolution and computing support to City employees. The position includes setup and installation of desktop and end-user devices, recording and tracking support incidents, troubleshooting hardware, software, and network-related concerns, and escalating issues as needed.

Responsibilities

• Set up and install desktop, laptop, and tablet end-user devices
• Maintain the front desk and act as the first point of contact for walk-ins, scheduled appointments, and deliveries
• Troubleshoot issues involving computer hardware, software applications, and network-related problems
• Enter calls into a call tracking system and log call details at the point of first-level contact
• Analyze, troubleshoot, and resolve helpdesk tickets in a timely manner using available tools, procedures, and policies
• Add, update, and maintain knowledge base articles, including submitting knowledge documents for resolutions not already documented
• Track inventory and assets
• Assist users via phone, email, remote control, or in person
• Reset passwords and support employee authentication, including Active Directory credentials and multi-factor authentication
• Research problems using available tools and install software using helpdesk documentation
• Provide hands-on desktop support, including software installation and upgrades, hardware installation, file backups, and system and application configuration
• Test fixes to confirm adequate resolution and use remote access software
• Replace workstations as needed, image workstations, install customer-specific software, and deploy workstations while verifying hardware and software readiness
• Install Windows Updates, application security updates, and device driver and BIOS updates; ensure workstations can be remote controlled
• Provide clear, concise problem information to external and internal service personnel and serve as a liaison between customers and internal support staff
• Maintain communications with customers during resolution and follow up on open requests
• Escalate issues as appropriate and initiate escalation when matters are severe or exceed expected levels, documenting detailed resolutions according to departmental standards
• Include racial equity and social justice (RESJI) considerations in projects and initiatives and attend assigned training on APM 3-5, Implicit Bias, and RESJI topics
• Attend team, unit, and department meetings; maintain records; and prepare status reports and other communications
• Participate in technical training, read industry publications, and stay current with relevant technologies
• Perform related work as assigned

Requirements

• Possession of a valid driver’s license
• Ability to visit City sites as needed to troubleshoot issues
• Proof of a legal right to work in the U.S. (visa sponsorship is not provided)
• Ability to sit or stand at a desk for extended periods of time
• Ability to use standard office equipment such as a telephone, computer, calculator, and copier
• Physical strength, coordination, and acuity to set up, install, and test computers as assigned, including lifting up to 50 pounds and working under workstations and/or in confined areas
• Ability to see computer displays for troubleshooting and deployment and to hear phone and in-person conversations
• Two (2) years experience applying desktop and server computer system technology (hardware and software) and effective applications
• Two (2) years experience applying computer software packages including Microsoft 365 Apps (Excel, Word, Access, PowerPoint, Outlook, OneNote, OneDrive)
• Two (2) years experience applying Windows 10 and Windows 11 operating systems
• Two (2) years experience applying SharePoint
• Two (2) years experience applying Intune
• Two (2) years experience applying Mobile Device Management
• Two (2) years experience applying computer networking
• Two years of professional helpdesk experience
• Associate’s degree from an accredited college or university in computer science or a related field
• One (1) year of professional helpdesk experience
• Bachelor’s degree from an accredited college or university in computer science or a related field

Technologies

• Microsoft 365 Apps (Excel, Word, Access, PowerPoint, Outlook, OneNote, OneDrive)
• Windows 10
• Windows 11
• SharePoint
• Intune
• Mobile Device Management
• Active Directory
• Multi-factor authentication
• Service management systems
• Remote access software

Benefits

• Competitive benefits package
• A generous leave package
• Variety of insurance options at low cost to employees
• Non-traditional benefits such as a free bus pass

Interview and Work Schedule

• Interviews will be held in person
• The first six months of employment will be fully in-person, Monday through Friday
• After the first six months, performance will be reviewed with the potential to alternate in-office and remote work weeks every other week
• Employees are permitted to live within a 2-hour drive of the City-County Building (210 Martin Luther King Jr. Blvd., Madison, WI 53703)

Additional Information

• The payroll title for this position is IT Specialist 1