Helpdesk Specialist*

• Interviews will be held in person for this position.
• The first six months of employment will be fully in-person, Monday through Friday. Performance will be reviewed following the first six months with the potential to alternate in-office work weeks with remote work weeks every other week. 
• Employees are permitted to live within a 2-hour drive of the City-County Building (210 Martin Luther King Jr. Blvd., Madison, WI 53703).

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

*Stated salary will receive a 3% wage increase effective 12/20/26.

• Provide first-level contact and problem resolution for all users with hardware, software and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Analyze, troubleshoot and resolve Helpdesk tickets in a timely manner.
• Submit knowledge documents for all resolutions not already contained in the knowledgebase. Maintain the health of the knowledgebase.
• Log all calls at point of first-level contact noting problem symptoms and status information in order to expedite problem resolution.
• Research problems using tools available.
• Install software using Helpdesk documentation.
• Reset passwords. Assist with employee authentication including Active Directory credentials and Multi-factor authentication.
• Professionally and courteously obtain and convey concise problem information for external and internal service personnel. Consistently demonstrate a positive and professional attitude with a high level of management and peer group cooperation.
• Enter detailed descriptions of issues, attempted solutions or workarounds, and other relevant information into service management systems.
• Escalate problems as appropriate following Helpdesk procedures. Initiate escalation when applicable to ensure management awareness of issues that are severe in nature or that are exceeding expected levels and document detailed problem resolutions according to departmental standards and to enhance knowledge base.
• Act as a liaison between customers and internal support staff to ensure clear communications. Maintain communications with customers during the problem resolution process.
• Follow up with customers on open requests.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Utilize remote access software.
• Maintain competency and enhance professional growth and development through continuing internal and external training.

• Replace workstations due to end-of-life or other reasons.
• Image workstation, install customer specific software.
• Install Windows Updates, application security updates, and device driver and BIOS updates. Ensure workstation can be remote controlled.
• Communicate and coordinate with customers on identifying and resolving workstation problems.
• Deploy workstation with customer, verify all hardware and software is installed and working, and recycle old workstation equipment.
• Communicate and coordinate with customers on identifying and resolving workstation problems.

• Include racial equity and social justice (RESJI) considerations in projects and initiatives.
• Attend training on APM 3-5, Implicit Bias and RESJI topics as assigned by your supervisor.
• Attend Team, Unit and Department meetings.
• Maintain records.
• Prepare status reports and other communications.
• Attend technical training, read industry publications, and keep current in technologies.

• Desktop and server computer system technology (hardware and software) and its effective applications
• Computer software packages to include Microsoft 365 Apps (Excel, Word, Access, PowerPoint, Outlook, OneNote, OneDrive)
• Windows 10 and Windows 11 operating systems
• SharePoint
• Intune
• Mobile Device Management
• Computer networking

• Two years of professional Helpdesk experience.

For a complete list of the Knowledge, Skills, and Abilities, please see the class specification

Possession of a valid driver's license. Employees may be expected to visit sites throughout the City in order to troubleshoot issues.

Physical Requirements:

• Employees must be able to sit or stand at a desk for extended periods of time.

• Employees must be able to use standard office equipment such as a telephone, computer, calculator, and copier.

• Employees must have the physical strength, coordination, and acuity inherent to set up, install and test computers as assigned weighing up to 50 pounds and working under workstations and/or in confined areas.

• Employees must be able to see computer displays for troubleshooting and deployment and hear on the phone and in-person conversations.

*The payroll title for this position is IT Specialist 1