ATC · 4 hours ago
Service Desk Analyst
Madison, WI
Contract
Onsite
Senior Level
5+ years expATC is seeking a Service Desk Analyst to join their IT Service Desk team. The role involves providing first-line support for IT-related incidents and service requests, assisting customers with technical support issues, and maintaining documentation and training materials.
AnimationInformation TechnologyMobile AppsSoftware
Responsibilities
This position works as a member of the IT Service Desk team under the general supervision of the IT Madison Support Supervisor
The IT Service Desk serves as the central point of contact for all IT-related incidents and service requests
The Help Desk III role provides first-line support to customers utilizing the organization’s IT services and is responsible for logging, tracking, and resolving incidents while ensuring service levels, customer satisfaction, and continuous service delivery objectives are met
The position assists customers in resolving technical support issues of varying complexity related to computer hardware, software, peripheral equipment, and user password issues
In addition to phone-based support, the role performs installation, maintenance, and problem resolution for desktop platforms, software, and operating systems
The technician also contributes to the development and maintenance of documentation, training materials, and the service desk knowledgebase
This role requires broad technical knowledge across a constantly evolving set of IT policies, procedures, and technologies, along with the maturity and reliability to independently provide accurate and consistent support
Customers include staff across the department statewide, IT peers, other government entities, vendors, and occasional external stakeholders
Work is primarily performed in a call center environment using automatic call distribution systems, with all activity documented in a designated IT service management system
The position also requires compliance with all safety rules and regulations, including reporting incidents or near misses, maintaining safe working conditions, using appropriate personal protective equipment when required, and contributing safety improvement suggestions
Qualification
Required
Service Desk & IT/Desktop Support (2–5+ years of relevant experience)
Troubleshooting hardware, operating system, and software issues (2–5+ years of relevant experience)
Strong customer service and communication skills
Preferred
Familiarity with ITSM / ticketing systems (e.g., Cherwell)
Experience writing technical and end-user documentation
Imaging and deploying PCs (2–5 years of experience)
Company
ATC
Founded in the wake of the 2008 Great Recession, ATC has evolved into a dynamic tech company, known for its ability to adapt quickly to the ever-changing business landscape.
201-500 employees
H1B Sponsorship
ATC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (24)
2024 (12)
2023 (13)
2022 (7)
2021 (23)
2020 (38)
Funding
Current Stage
Growth StageLeadership Team
Zainab (Ameera) A
Director of Partnerships & Training Departments/Senior Agile Specialist
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