3 results for Help Desk Tier 3 in Madison, WI

Technical Service Representative

Madison, WI
onsite
Contract / Temporary to Hire
30.00 - 35.00 USD / Hourly
We are looking for an experienced Help Desk/Desktop Support Analyst to join our team in Madison, Wisconsin. In this hybrid role, you will provide exceptional technical and customer service support while addressing a variety of hardware, software, and system-related issues. This is a contract-to-permanent position, offering a unique opportunity to grow your career in the dynamic biotech industry. Responsibilities: • Respond promptly to service desk tickets by troubleshooting and resolving technical issues related to hardware, software, and operating systems. • Deliver excellent customer service by addressing inquiries and resolving issues with professionalism and efficiency. • Manage and triage incoming calls to ensure proper routing and prioritization of technical support needs. • Utilize Active Directory to perform user account management, permissions updates, and system access troubleshooting. • Provide support for Microsoft Windows 10 and Microsoft Office applications, ensuring optimal functionality and user satisfaction. • Assist with Microsoft Dynamics CRM issues, offering guidance and solutions as needed. • Document and escalate unresolved issues to higher-level support teams when necessary. • Maintain accurate records of support interactions and resolutions within the ticketing system. • Collaborate with team members to improve support processes and ensure seamless service delivery. • Stay updated on emerging technologies and tools to enhance technical support capabilities.
2026-03-25T20:58:45Z

SaaS Support Analyst

Madison, WI
remote
Contract / Temporary to Hire
26.00 - 32.00 USD / Hourly
We are seeking an experienced SaaS Support Specialist to join a fast-paced, 24/7 support environment providing external end-user support. This role is ideal for someone who thrives in complex troubleshooting scenarios and enjoys working directly with customers across multiple support channels.This is not a Tier 1/help desk password reset role—this position focuses on deeper technical support, often involving longer, more complex interactions and advanced issue resolution. Key Responsibilities:<ul><li>Provide Tier 2/3 technical support to external customers via phone, chat, and ticketing systems</li><li>Manage and resolve approximately 25–35 support tickets per week</li><li>Handle complex troubleshooting cases, including calls that may exceed 30 minutes</li><li>Utilize tools such as Zendesk and Genesys to manage customer interactions and track issues</li><li>Perform incident management, escalation, and resolution of advanced product issues</li><li>Maintain clear, accurate documentation and communication throughout the support lifecycle</li><li>Multitask effectively across calls, chats, and emails in a high-volume environment</li><li>Collaborate with internal teams and external stakeholders to resolve technical challenges</li><li>Support SaaS-based applications, including integrations, data flows, and system connectivity</li></ul> Required Qualifications:<ul><li>4+ years of experience in SaaS or technical support roles supporting external customers</li><li>Proven experience handling complex troubleshooting beyond Tier 1 issues</li><li>Strong incident management and escalation experience</li><li>Demonstrated ability to work in a 24/7, high-volume support environment</li><li>Excellent communication skills with a strong customer service mindset</li><li>Ability to multitask across multiple support channels simultaneously</li><li>Technically curious with a solid understanding of systems, applications, and integrations</li><li>Experience working within structured support frameworks (e.g., ITIL principles)</li></ul> Preferred Qualifications:<ul><li>CompTIA Network+ (Net+), A+, or similar certifications</li><li>ITIL certification or training</li><li>Background in network or technical systems-related education</li><li>Experience with IoT-style troubleshooting or highly integrated environments</li></ul> Work Environment:<ul><li>24/7 support environment supporting external users</li><li>Fast-paced, team-oriented setting with a focus on responsiveness and quality service</li></ul>
2026-04-09T15:43:46Z

IT Manager/Director

Madison, WI
onsite
Contract / Temporary to Hire
55.00 - 62.50 USD / Hourly
We are looking for an experienced IT Manager/Director to oversee and optimize our organization's IT operations in Madison, Wisconsin. This is a contract-to-permanent position, offering a dynamic opportunity to lead teams, manage infrastructure, and drive IT strategies in the semi-conductor and electric component manufacturing industry. The ideal candidate will bring strong leadership skills and a comprehensive understanding of service desk management, security, and infrastructure. Responsibilities: • Lead and manage the IT department, including service desk operations, infrastructure, and security protocols. • Oversee performance reviews and ensure alignment with organizational goals for IT staff. • Implement and maintain Active Directory, backup technologies, and Cisco systems to support business operations. • Manage cloud ERP systems, including QAD, and ensure seamless configuration management. • Develop and maintain vendor relationships to optimize technology solutions and cost efficiency. • Utilize Jira Service Desk and Confluence tools to streamline service desk ticketing and problem resolution. • Ensure superior customer service by fostering a responsive and efficient IT support environment. • Monitor and optimize IT hardware and software systems for peak performance. • Evaluate and manage talent pipelines within the IT team to support organizational growth. • Drive continuous improvement initiatives within IT operations and service delivery.
2026-04-01T21:13:45Z