Job Title: Senior Help Desk Specialist Location: Madison, WI 53713Duration: 12 MonthsPosition SummaryWe are seeking a Senior Help Desk Specialist to lead and support IT service operations, ensuring the smooth delivery of technical support for end users. This senior-level role is ideal for an experienced IT professional who thrives in problem-solving, mentoring junior staff, and managing escalated technical issues.
The Senior Specialist will act as an escalation point for complex issues, contribute to IT service improvements, and ensure compliance with ITIL best practices. Key Responsibilities·Act as the primary escalation point for Tier 1 and Tier 2 issues, providing advanced troubleshooting for:Hardware/Desktop Issues – 8.53%Email Issues – 7.54%Software/Application Issues – 4.71%Printer Issues – 4.15%Security/Access Issues – 1.32%Network/Connectivity Issues – 9.51% of workloadLead incident management and root cause analysis for recurring technical problems.Provide mentorship and guidance to Help Desk Representatives, ensuring consistent service delivery.Monitor, manage, and improve ticketing workflows (ServiceNow, Jira, Zendesk, or equivalent).Develop and maintain knowledge base documentation and IT support playbooks.Collaborate with cross-functional IT teams on system updates, deployments, and rollouts.Assist in IT governance and compliance for municipal/government/utility environments.Contribute to process improvements by recommending automation, new tools, and ITIL-aligned practices.