Company Info

Morgridge Institute for Research

330 North Orchard Street
Madison, WI, United States

Phone: 608-316-4377
Web Site:

Company Profile

Helpdesk Specialist


Job ID:



Madison, WI, United States 


Information Technology

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Zip Code:


Employment Type:

Full time




Installation-Maintenance-Repair: Computer-Electronics-Telecomm Install-Maintain-Repair
IT-Software Development: Desktop Service and Support

Job Description:

Job Purpose
The Help Desk Specialist serves as the IT coordinator for providing assistance to users of the Wisconsin Institute for Discovery, WARF and the Morgridge Institute for Research.  Responsibilities include coordinating basic user technical training and support, maintaining the IT department’s library of instructional materials for user applications and making recommendations for additions to software, hardware and tools.

Primary Responsibilities
  • Assist employees with IT-related questions over the phone and in person
  • Configure, install, troubleshoot and repair PCs
  • Coordinate activities in support of user training and assistance requests
  • Plan & participate in the implementation, migration, and maintenance of the network infrastructure
  • Keep management up to date on the status of incidents, projects, and service requests
  • Work with users and IT personnel to ensure that user assistance is being provided effectively and efficiently
  • Train users in learning company-provided applications and assist in problem solving for applications issues
  • Maintain the Help Desk tickets
  • Recognize problem areas and develop pro-active solutions
  • Test new software applications and recommend purchases where required
  • Provide timely follow-up to users and management on all support issues
  • Assist with network and service management when necessary
  • Assist other members of technical staff with support issues when requested
  • Maintain physical inventory
  • Other duties as assigned


Job Requirements:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

Education and Experience:
  • An associate’s degree in information technology or computer science or equivalent work experience; bachelor’s degree in information technology or computer science is preferred
  • One year of infrastructure/network support or related IT experience
Knowledge, Skills and Abilities Required:
  • Excellent customer service, verbal, and written communication skills
  • Knowledge of technology environments including LAN/WAN, Linux, Windows, Apple/Mac; MS Office, and Exchange; desktop support and telecommunications
  • Ability to organize, prioritize and meet deadlines
  • Ability to plan and implement IT related projects
  • Ability to effectively communicate with all levels of the organization
  • Ability to maintain confidentiality
Working Conditions and Physical Effort:
  • Work is normally performed in a typical office environment
  • Some physical effort is required
  • No or very limited exposure to physical risk