ENTERPRISE IT SERVICE DESK TECHNICIAN

Location: On-site – Madison, WI | Ultratec, Inc.
Join a mission-driven technology company that develops solutions to improve communication for the deaf and hard-of hearing community. Ultratec, Inc. is seeking an Enterprise IT Service Desk Technician to provide Level 1 support across our enterprise systems and help desk operations.

POSITION SUMMARY – ENTERPRISE IT SERVICE DESK

In this role, you’ll serve as the first point of contact for technical issues, performing initial triage, troubleshooting, and resolving issues whenever possible. You’ll assist in deploying, supporting, and maintaining Ultratec’s IT systems, applications, and networks while collaborating with end-users and technical teams.

REQUIRED TECHNICAL SKILLS:

• Technical/IS degree (completed or in process), certifications, or equivalent experience.
• 1-2 years of hands-on hardware break/fix experience strongly preferred.
• Knowledge of workstation support in a Microsoft Windows environment.
• LAN/WAN setup and troubleshooting experience preferred.
• Ability to configure and deploy Windows workstations.
• Strong troubleshooting skills for hardware, software, and network issues.
• Strong organizational skills and ability to research solutions.

SOFT SKILLS:

• Excellent interpersonal and communication skills.
• Customer-service mindset with ability to explain technical issues clearly.
• Ability to handle confidential information professionally.
• Team player with proven problem-solving abilities.

PHYSICAL REQUIREMENTS:

• Ability to lift and/or carry 15-30 lbs. and push/pull carts when necessary.

• Provide first-level triage for PC, LAN/WAN, and application support issues.
• Process and manage Helpdesk tickets, ensuring timely response and resolution.
• Perform basic computer hardware and software maintenance, installations, and upgrades.
• Follow established processes to plan, test, and implement new technologies.
• Document work performed, solutions found, and standards created.
• Communicate technical information clearly to both technical and non-technical users.
• Support a positive work environment and provide excellent customer service.