ATC · 7 hours ago
Service Desk/Desktop Support Technician (Cherwell Service Management ITSM)
Madison, WI
Contract
Hybrid
Senior Level
$25/hr - $30/hr
5+ years expATC is seeking a Helpdesk III (Desktop/Service Desk Support) to join their IT Service Desk team. This role provides first-line support for IT-related incidents and service requests, ensuring customer satisfaction and service delivery objectives are met.
AnimationInformation TechnologyMobile AppsSoftware
Responsibilities
Provides first-line support to customers utilizing the organization’s IT services
Logging, tracking, and resolving incidents
Ensuring service levels, customer satisfaction, and continuous service delivery objectives are met
Assists customers in resolving technical support issues of varying complexity related to computer hardware, software, peripheral equipment, and user password issues
Performs installation, maintenance, and problem resolution for desktop platforms, software, and operating systems
Contributes to the development and maintenance of documentation, training materials, and the service desk knowledgebase
Compliance with all safety rules and regulations
Reporting incidents or near misses
Maintaining safe working conditions
Using appropriate personal protective equipment when required
Contributing safety improvement suggestions
Qualification
Required
5+ years in desktop support, service desk, help desk, etc
Ability to troubleshoot (over phone) hardware, operating system, and software issues
Imaging / Deployment of PCs
Call center environment a plus
ITSM/Ticketing exposure nice to have (Cherwell, etc.)
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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