Helpdesk Support

Mars Solutions Group is seeking a Helpdesk Support specialist to serve as the first point of contact for end users needing IT assistance. This role focuses on diagnosing and resolving a range of technical issues while supporting smooth IT operations across the organization, with duties performed on the third shift at the Madison Femrite office.

Responsibilities

• Provide end users with help on a variety of issues, offering timely guidance and support.
• Identify, investigate, and resolve technical problems to restore normal operations.
• Respond to telephone calls, emails, and requests for technical assistance from staff.
• Document, track, and monitor incidents to ensure timely resolution and proper follow-up.
• Apply knowledge of commonly used concepts, practices, and procedures within the IT support field.
• Operate using established instructions and guidelines to perform job functions.
• Primary duties typically do not require independent judgment beyond defined guidelines.

Requirements

• Customer service experience of at least 6 months
• Basic IT troubleshooting experience of at least 6 months
• Call center experience of at least 6 months

Interview process

• Remote interviews conducted via TEAMS, single round

Onsite or remote

• Onsite position in Madison, WI
• Candidates must be Wisconsin residents or willing to relocate to Wisconsin at their own expense to a driving distance from Madison prior to start
• All duties are performed in the Femrite Drive office in Madison, WI

Top skills & years of experience

• Customer Service — 6 months
• Basic IT Troubleshooting — 6 months
• Call center experience — 6 months

Nice to have skills

• Previous IT support desk or call center experience

Project details

• Documents, tracks, and monitors issues to ensure timely resolution
• Knowledge of commonly used concepts, practices, and procedures in the field
• Help desk capabilities with roughly 6 months to 1 year of IT customer service experience
• Relies on instructions and pre-established guidelines to perform job functions
• Primary duties do not typically require exercising independent judgment

Additional details

• Permanent third-shift role based in the Madison Femrite office; exceptional attendance is expected

Work location

• In person

Pay

• USD 18.00 - 20.00 per hour