TEKsystems · 1 day ago
IT Help Desk III
Madison, WI
Full-time
Hybrid
Entry, Mid Level
$21/hr - $28/hr
2+ years expTEKsystems is a leading provider of business and technology services, and they are seeking an IT Help Desk III to support their IT Service Desk team. The role involves providing first line support for IT services, diagnosing technical issues, and maintaining customer satisfaction through effective communication and problem resolution.
Information Technology
Responsibilities
Respond in a timely manner to requests for technical assistance in person, via phone, or electronically
Diagnose and resolve technical hardware and software issues
Resolve incidents with workstations, printers, copiers and scanners
Provide training and education to customers
Research solutions using available information found in the knowledgebase and the IT service desk system
Follow standard service desk procedures
Accurately record, update and document requests using the IT service desk system
Maintain accurate inventory of all hardware and software resources
Identify and effectively prioritize situations requiring urgent attention
Track and route problems and requests and document resolutions
Stay current with system information, changes and updates
Maintain excellent communication with all end users and other members of the department
Work with outside vendors as needed
Configure, install, and upgrade computer hardware and software
Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc…)
Perform equipment moves and surplus outdated and no longer used equipment
Assist with the development and maintenance of communication templates and procedures
Assist with the development and maintenance of the service desk system and knowledgebase
Assist with the development and maintenance of standard operating and escalation procedures
Qualification
Required
Comprehensive knowledge of personal computer operating systems including Microsoft Windows 11
Comprehensive knowledge of personal computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc
Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background
Exceptional oral and written communication skills
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner
Ability to multi-task in a fast-paced environment
Skill and ability to provide a positive and efficient customer service experience
Strong organizational skills
Strong understanding of problem-solving methods and practices
Experience developing appropriate documentation for customers and service desk staff
Understanding of ITIL Service Desk Incident Management methods and practices
Experience identifying trends for Major Incident identification
Understanding of Knowledge Management principles and their benefits within a Service Desk team
Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and other related business software
Preferred
Familiarity with ITSM/ticketing systems e.g. Cherwell
Experience writing technical and user documentation
Image and deploy PCs (2-5 years' experience)
Benefits
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Company
TEKsystems
At TEKsystems, they understand people. Every year they deploy over 80,000 IT professionals at 6,000 client sites across North America,
10001+ employees
H1B Sponsorship
TEKsystems 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 (46)
2024 (52)
2023 (33)
2022 (22)
2021 (36)
2020 (53)
Funding
Current Stage
Late StageLeadership Team
Ryan Skains
Vice President, TEKsystems Global Services
Recent News
Morningstar.com
2026-02-03
2025-11-19
2025-10-29
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