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# Help Desk III

- **Company:** MARS Solutions Group
- **Location:** Madison, WI, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Adobe Acrobat, Software Applications, Business Software, Microsoft Outlook, Software Documentation, Issue Tracking Systems, Knowledge Management, Microsoft Office, Microsoft PowerPoint, Software Engineering, Computer Equipment, Information Technology
- **Published:** November 3, 2026
- **Apply:** https://www.thejobnetwork.com/job/8a88ea78-8ec8-452a-afdc-45419570dbbd/help-desk-iii

## About the Role

* Service Desk & IT/Desktop Support (2-5+ years of relevant experience)
 * Troubleshoot hardware issues, OS and software issues (2-5+ years of relevant experience)
 * Strong communication and customer service skills

Nice to Have Skills:

 * Familiarity with ITSM/ticketing systems e.g. Cherwell
 * Experience writing technical and user documentation
 * Image and deploy PCs (2-5 years' experience, * The employee must have comprehensive knowledge of the systems and applications identified below:
 * Personal computer operating systems including Microsoft Windows 11.
 * Personal computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc.
 * Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background.
 * Exceptional oral and written communication skills.
 * Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
 * Ability to multi-task in a fast-paced environment.
 * Skill and ability to provide a positive and efficient customer service experience.
 * Strong organizational skills.
 * Strong understanding of problem-solving methods and practices.
 * Experience developing appropriate documentation for customers and service desk staff.
 * Understanding of ITIL Service Desk Incident Management methods and practices.
 * Experience identifying trends for Major Incident identification
 * Understanding of Knowledge Management principles and their benefits within a Service Desk team.
 * Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and
 * other related business software.

## Description

60% A. Provide professional and exceptional first line support for all customers utilizing the client IT services.

 * Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
 * Diagnose and resolve technical hardware and software issues.
 * Resolve incidents with workstations, printers, copiers and scanners.
 * Provide training and education to customers.
 * Research solutions using available information found in the knowledgebase and the IT service desk system.
 * Follow standard service desk procedures.
 * Accurately record, update and document requests using the IT service desk system.
 * Maintain accurate inventory of all hardware and software resources.
 * Identify and effectively prioritize situations requiring urgent attention.
 * Track and route problems and requests and document resolutions.
 * Stay current with system information, changes and updates.
 * Maintain excellent communication with all end users and other members of the department.
 * Work with outside vendors as needed.

30% B. Multidivisional hardware and software technical support for WISDOT multi-Divisional customers.

 * Configure, install, and upgrade computer hardware and software.
 * Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc…)
 * Perform equipment moves and surplus outdated and no longer used equipment.

10% C. Create/Maintain Documentation and knowledgebase.

 * Assist with the development and maintenance of communication templates and procedures.
 * Assist with the development and maintenance of the service desk system and knowledgebase.
 * Assist with the development and maintenance of standard operating and escalation procedures.