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Job Overview:

We are seeking a skilled and customer-focused Desktop Support IV professional to join our IT support team. This role is based in Madison, WI and requires full-time, on-site presence. The ideal candidate will have strong troubleshooting skills, experience with device imaging, and a proactive approach to customer service. This position also includes occasional travel to nearby facilities, with mileage reimbursement provided.

Key Responsibilities:

• Provide hands-on desktop and laptop support, including troubleshooting hardware and software issues.
• Image and deploy new devices to replace end-of-life equipment.
• Assist users during device setup and resolve technical issues with professionalism and clarity.
• Maintain accurate inventory records and ensure proper recycling of outdated equipment per policy.
• Travel to various facilities to support field technicians with project and problem tickets (mileage reimbursed).
• Close work orders and maintain documentation in the internal ticketing system.
• Collaborate with the Field Tech Manager to ensure compliance with IT policies and procedures.

Required Skills & Experience:

• Minimum 2 years of experience in desktop support or a related IT role.
• Proficiency in:
• Remote troubleshooting
• Imaging devices
• Customer service and user interaction
• Ability to work independently while contributing to a team environment.
• Strong organizational skills with the ability to multitask and meet deadlines.

Preferred Qualifications:

• Experience with AV integration is highly desirable.
• Familiarity with IT asset management and inventory tracking.
• Comfortable working in a structured environment with defined processes and documentation standards.

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