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# IT Support Technician

- **Company:** THE MADISON
- **Location:** Staunton, IL, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Linux, Web Browsers, OSI Models, Network Monitoring, Network Protocols, Server Administration, Software Deployment, TCP/IP, Web Applications, Connectivity Problems, Information Technology, Cisco, User Accounts
- **Published:** August 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c2024c9f8aa5f46a

## About the Role

Knowledge of OSI Model, IP protocols and programs.
Knowledge of TCP/IP and other test utilities.
Knowledge of of web browsers, operating systems, email clients, internet applications, customer-premises networking, and browser-based service and provisioning platforms.
Knowledge of or ability to learn technologies DOCSIS/HFC, Fiber, DSL and associated CPE.
Ability to learn, understand, and consistently apply company policies, procedures, products, services, and escalation requirements.
Skill in problem solving and resolution.
Ability to communicate with customers, co-workers and various business contacts in a professional and courteous manner.
Ability to organize and prioritize multiple work assignments.
Ability to pay close attention to detail.
Ability to read and interpret technical documents., Bachelor's Degree in computer science or equivalent experience preferred.
One to two years of experience in internet customer service also preferred.
Cisco CCNA

## Description

Provides customer service and technical support to internet customers. Gathers relevant information, diagnoses, troubleshoots and resolves customer problems and issues. Researches complex internet problems and issues to determine solutions. Updates customer internet account information as appropriate., Provides technical support to internet customers by taking phone calls and escalations regarding service issues. Gathers relevant information, diagnoses, troubleshoots and resolves customer problems and issues. Enters call information into tracking software program.
Researches complex internet problems and issues to determine solutions. Follows-up to ensure customer issues are resolved.
Assists with CPE inventory and refurbishment.
Accesses customer user accounts to make changes to customer information and accounts as appropriate.
Uses TCP/IP and other test utilities to test and troubleshoot connectivity problems.
May perform special internet-related projects as requested.
Troubleshooting Windows workstations and email clients.
Resetting passwords.
Managing user accounts.
Updating permissions.
Administering Active Directory or Exchange.
Installing software.
Reviewing mail flow or server health.
Monitoring network elements and systems.
Server administration for Linux and Windows.
Communicating with other departments.
On-Call rotation for after-hours support.
Work a shared Saturday rotation.
Performs all other related duties as assigned by management.*
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 * These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.


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