IT Service Desk Specialist

About the role

Renuity is seeking an IT Service Desk Specialist to join its Madison office. The role provides entry‑level to intermediate‑level support for end users across the enterprise, handling a wide range of hardware, software and connectivity issues. You will act as the primary local contact for the Service Desk within the collocated division.

Key responsibilities

• Deliver exceptional customer service through phone, email and chat, responding promptly to service requests and incidents.
• Diagnose and resolve problems related to Windows, macOS, iOS and iPadOS devices, as well as Microsoft 365 applications.
• Gather relevant information, document tickets accurately and communicate status updates to users.
• Escalate complex issues according to established timelines and ensure SLA compliance.
• Prioritize incidents and requests based on criticality and adjust ticket priority as needed.
• Participate in Technology Services team meetings and contribute to cross‑division technology projects.

Required profile

• Technical degree in information systems, computer science or a related field.
• At least 1 year of IT support experience.
• Strong verbal and written communication skills.
• Ability to work collaboratively with peers and maintain professionalism.

Required skills

• Support of Windows, macOS, iOS and iPadOS operating systems.
• Experience with Microsoft 365 suite, including Teams, SharePoint and OneDrive.