Helpdesk Specialist*

Helpdesk Specialist*

Salary

$73,026.46 - $85,983.30 Annually

Location

City County Building 210 Martin Luther King Jr. Blvd., Madison, WI

Job Type

PERMANENT FULL TIME

Job Number

2026-00321

Department

Information Technology

Opening Date

11/12/2026

Closing Date

11/18/2026 11:59 PM Central

Comp. Group/Range

18/06

• Description
• Benefits
• Questions

General Description

Are you looking for a full-time IT job that works less than 40 hours per week?

The City of Madison Information Technology Department is looking to hire a Helpdesk Specialist to provide first-level problem resolution and computing support to City of Madison staff. This a professional entry-level position responsible for first-level problem determination, problem/incident recording, problem resolution and problem escalation for City IT supported products and services. This position is characterized by providing courteous, thoughtful and helpful service to City of Madison staff and a strong desire to work with people and to help people is required. Duties of this position include, but are not limited to, the following: setup and installation of desktop/laptop/tablet end-user devices; maintain the front desk and serve as a first point of contact for walk-ins, scheduled appointments and deliveries; troubleshoot problems related to computer hardware, software applications and network related issues; entry of calls into call tracking system; adding and updating knowledge base articles; tracking inventory and assets. This work is normally performed under the close supervision of a Principal IT Specialist or other supervisor/manager.

This recruitment may be used to fill additional Helpdesk Specialist vacancies that may occur within the next six (6) months.

The City of Madison offers a competitive benefits package, including a generous leave package, a variety of insurance options at a low cost to employees, and non-traditional benefits such as a free bus pass. View a complete listing of benefits. Consider joining our team!

Please note:

• Interviews will be held in person for this position.
• The first six months of employment will be fully in-person, Monday through Friday. Performance will be reviewed following the first six months with the potential to alternate in-office work weeks with remote work weeks every other week.
• Employees are permitted to live within a 2-hour drive of the City-County Building (210 Martin Luther King Jr. Blvd., Madison, WI 53703).

The City of Madison is a qualified employer for the Public Service Loan Forgiveness Program.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn't match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

• Stated salary will receive a 3% wage increase effective 12/20/26.

Examples of Duties and Responsibilities

Provide customer assistance - via phone call, email, computer remote control or in person

• Provide first-level contact and problem resolution for all users with hardware, software and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Analyze, troubleshoot and resolve Helpdesk tickets in a timely manner.
• Submit knowledge documents for all resolutions not already contained in the knowledgebase. Maintain the health of the knowledgebase.
• Log all calls at point of first-level contact noting problem symptoms and status information in order to expedite problem resolution.
• Research problems using tools available.
• Install software using Helpdesk documentation.
• Reset passwords. Assist with employee authentication including Active Directory credentials and Multi-factor authentication.
• Professionally and courteously obtain and convey concise problem information for external and internal service personnel. Consistently demonstrate a positive and professional attitude with a high level of management and peer group cooperation.
• Enter detailed descriptions of issues, attempted solutions or workarounds, and other relevant information into service management systems.
• Escalate problems as appropriate following Helpdesk procedures. Initiate escalation when applicable to ensure management awareness of issues that are severe in nature or that are exceeding expected levels and document detailed problem resolutions according to departmental standards and to enhance knowledge base.
• Act as a liaison between customers and internal support staff to ensure clear communications. Maintain communications with customers during the problem resolution process.
• Follow up with customers on open requests.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Utilize remote access software.
• Maintain competency and enhance professional growth and development through continuing internal and external training.

Workstation Replacement

• Replace workstations due to end-of-life or other reasons.
• Image workstation, install customer specific software.
• Install Windows Updates, application security updates, and device driver and BIOS updates. Ensure workstation can be remote controlled.
• Communicate and coordinate with customers on identifying and resolving workstation problems.
• Deploy workstation with customer, verify all hardware and software is installed and working, and recycle old workstation equipment.
• Communicate and coordinate with customers on identifying and resolving workstation problems.

Administrative

• Include racial equity and social justice (RESJI) considerations in projects and initiatives.
• Attend training on APM 3-5, Implicit Bias and RESJI topics as assigned by your supervisor.
• Attend Team, Unit and Department meetings.
• Maintain records.
• Prepare status reports and other communications.
• Attend technical training, read industry publications, and keep current in technologies.

Perform related work as assigned.

Minimum Qualifications

Two (2) years experience in applying the following:

• Desktop and server computer system technology (hardware and software) and its effective applications
• Computer software packages to include Microsoft 365 Apps (Excel, Word, Access, PowerPoint, Outlook, OneNote, OneDrive)
• Windows 10 and Windows 11 operating systems
• SharePoint
• Intune
• Mobile Device Management
• Computer networking

OR

• Two years of professional Helpdesk experience.

OR

• Associates degree from an accredited college or university in computer science or a related field.
• One (1) year of professional helpdesk experience

OR

• Bachelors degree from an accredited college or university in computer science or a related field

The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities.

For a complete list of the Knowledge, Skills, and Abilities, please see the class specification

Special Requirements

Possession of a valid drivers license. Employees may be expected to visit sites throughout the City in order to troubleshoot issues.

Please note: The City of Madison does not sponsor visas. Applicants must have proof of a legal right to work in the U.S. to be considered for this position.

Physical Requirements:

• Employees must be able to sit or stand at a desk for extended periods of time.

• Employees must be able to use standard office equipment such as a telephone, computer, calculator, and copier.

• Employees must have the physical strength, coordination, and acuity inherent to set up, install and test computers as assigned weighing up to 50 pounds and working under workstations and/or in confined areas.

• Employees must be able to see computer displays for troubleshooting and deployment and hear on the phone and in-person conversations.

• The payroll title for this position is IT Specialist 1

The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary.

Compensation

The City of Madison strives to pay competitive wages. View the current salary schedules for pay for all classifications. Employees receive increases based on tenure with the City.

Benefits

The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our website for more information.

Leave

Vacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below.

0-3 years 10 work days of vacation

After 3 years 12-1/2 days

After 7 years 15 days

After 11 years 17-1/2 days

After 15 years 20 days

After 19 years 25 days

After 27 years 27 days

Employees earn 3.5 personal days in addition to vacation.

Employees receive eight official paid holidays (New Years Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 3 paid leave days (the Friday after Thanksgiving, Christmas Eve, New Years Eve).

Employees also earn 13 sick days annually that may accrue to a total of 150 days.

Retirement

The City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds.

Insurance

The City of Madison offers a variety of optional insurance programs including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Pet Insurance
• Life Insurance
• Income Continuation Insurance (for short and long-term disability)
• Long Term Care Insurance

Other Benefits

The City offers numerous other benefits and programs for employees, including:

• 457(b) deferred compensation plans
• Employee Assistance Program
• Bus Pass on Madison Metro
• Flexible Work Schedules
• Employer-paid Training

01

This position requires working in the office five days per week Monday through Friday for the first 6 months of employment, and will be reviewed after 6 months with the potential to alternate in-office work weeks with remote work weeks every other week. If selected, will you commit to working this schedule?

• Yes
• No

02

A resume is required for this position and must be attached in the Attachment section of your application. Please note, uploading your resume to populate application fields is not the same as attaching your resume in the Attachment section.

• My resume is attached in the Attachment section of my application.

03

For the questions below, use the information below to determine and select what your level of support experience is with each listed item. Definitions of Support Levels Level 0: Has no experience supporting a product or service. Level 1: Has used self-help and user-retrieved information from resources like web pages, FAQs, manuals, or Knowledge Base articles in order to self-resolve issues. Level 2: Has provided Help Desk resolution for support of basic customer issues such as solving usage problems and fulfilling requests that need IT involvement. Level 3: Has provided in-depth technical support provided as an experienced and knowledgeable technician, assessing issues and providing solutions for problems that cannot be handled by Level 2 support. Level 4: Has provided expert product and service support as a technician who has access to the highest technical resources available for problem resolution and/or has worked with third-party support (such as vendors) to troubleshoot issues not supported by your organization.

• Acknowledged

04

Windows Operating Systems experience

• Level 0
• Level 1
• Level 2
• Level 3
• Level 4

05

M365 Applications (Outlook, Word, Excel, PowerPoint, Access, Teams, OneDrive) experience

• Level 0
• Level 1
• Level 2
• Level 3
• Level 4

06

Please list all of the M365 applications that you have experience supporting.

07

Remote Control Software experience

• Level 0
• Level 1
• Level 2
• Level 3
• Level 4

08

Please list Remote Control Software applications you have utilized.

09

Workstation Hardware experience (Desktops/Laptops/Tablets)

• Level 0
• Level 1
• Level 2
• Level 3
• Level 4

10

Printer experience

• Level 0
• Level 1
• Level 2
• Level 3
• Level 4

11

Software Packaging and Deployment Software experience

• Level 0
• Level 1
• Level 2
• Level 3
• Level 4

12

Scripting (Login scripts, Installation scripts) experience

• Level 0
• Level 1
• Level 2
• Level 3
• Level 4

13

Which type(s) of customer service experience do you have? (Check all that apply)

• None
• Telephone Support
• In-Person/On-Site Support
• Written Support (email, chat)

14

Select all that you have experience using and/or supporting:

• Active Directory/Microsoft Entra
• SharePoint
• Ticketing systems
• Creating and/or maintaining documentation
• Imaging and/or replacing workstations
• Virtual Private Network (VPN)
• Multi-Factor Authentication
• Intune

15

PLEASE READ CAREFULLY--YOU WILL BE REQUIRED TO ANSWER THE FOLLOWING SUPPLEMENTAL QUESTIONS AS PART OF YOUR APPLICATION. You can answer the questions using a word processing program and attach as a .docx or .pdf file. You must attach the document in the "Attachments" section of the application or you will not receive further consideration for this position. Your responses will be evaluated on your writing ability including: spelling, grammar and your ability to express your thoughts in a logical fashion. By checking this box, you acknowledge the above and understand that your response is required and failure to attach your essay response will immediately eliminate you from consideration.

• AGREED

16

This position supports a variety of customers with diverse skill sets around technology and is expected to provide service to all levels of employees. Please provide examples of how you have supported customers related to technology applications and/or hardware, including how you have delivered good service to various groups. Please be as specific and detailed as possible in the space provided.

• My one (1) page essay response is attached in the Attachment section of my application.

17

This position provides technical support for a variety of systems across multiple agencies. Please provide (2) examples of times you provided support to solve a technical problem. Include the type of support provided (i.e. hardware, software, network, security, or other area), and explain your role in resolving the issues.

• My one (1) page essay response is attached in the Attachment section of my application.

Required Question

Employer Madison, City of (WI)

Address 215 Martin Luther King Jr., Blvd.

MMB Rm 261

MADISON, Wisconsin, 53703

Phone (608) 266-4615

Website http://www.cityofmadison.com/jobs