Enterprise IT Service Desk Technician - Level 1 Support | Madison, WI

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.

What We Offer:

• Competitive pay (based on experience)
• Full benefits package (medical, dental, vision, 401k, PTO)
• On-site Monday - Friday, 8:00 AM - 5:00 PM
• Opportunity to support enterprise IT systems in a hands-on environment
• Work that supports accessibility and communication technology worldwide

About Ultratec, Inc.

Ultratec is the worldwide leader in text telecommunications technology and the developer of the Captioned Telephone (CapTel), helping millions stay connected. Our team is dedicated to building products that make communication more accessible for individuals with hearing loss.

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.

Key Responsibilities:

• 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.

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.

Why Work with Us

At Ultratec, you'll work in a collaborative, mission-driven IT environment where your technical skills help support systems that make a global difference. This is an excellent opportunity for someone looking to grow their IT career in an enterprise setting.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to sex, race, color, national origin, ancestry, age, disability, marital/veteran/student status, appearance, sexual orientation, political beliefs, religion, genetic information, gender identity, or any other protected status.