New

Desktop Support

TEKsystems
$23.00 - $27.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Wisconsin, Madison
May 16, 2025
Description Project details (project overview, who the contractor will work with, soft skills needed, etc.): Assist with support for PC endpoint incidents. This position will provide timely IT support to staff so they can more efficiently support critical initiatives. Assist with operational upgrades of desktop systems. Our client is in process of updating the operating system of all production systems to Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker. Additional details: While there are multiple resources for the technician to reference, it is important for a successful candidate to be skilled at troubleshooting. Our client has a complex environment and cannot provide a script. Much of the customer-facing work is done via remote console, but there are many situations that require deskside visits. Technical acumen, communication and customer service skills are all important to success in this position. This position will: A. Provide technical desktop support and customer services. A.1 Monitor and resolve incidents reported in the IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame. A.2 Monitor incidents, tasks and service requests and respond as appropriate. A.2.a. Ensure that services are delivered to customers by the stated completion date of the request. Negotiate any dates with the customer that can't be completed in the original timeline. A.2.b. Work with other team members on reassignments if necessary. A.2.c. Keep management informed of any developing or expanding issues. A.3 Resolve customer's technical issues, respond to questions, and provide general assistance with desktop product use. A.4 Escalate non-standard issues to the appropriate technical assistance team, as required. A.5 Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket. Include supporting documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service requests in a timely manner. A.6 Document common incident resolutions, tips, and process improvements in shared resource area. A.7 Escalate non-routine customer questions and concerns to management for consideration. A.8 Set up computers, peripherals, and provide initial PC training for new staff. Skills Desktop, Windows 10, Support, Troubleshooting, Active directory Experience Level Intermediate Level Pay and Benefits The pay range for this position is $23.00 - $27.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * 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) Workplace Type This is a fully onsite position in Madison,WI. Application Deadline This position is anticipated to close on May 24, 2025. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.