About this role

Job Details

Posted 5 October, 2026

Job Id: 631380

Desktop Support Specialist 3

Location

Madison, WI

Category: Professional Services

Salary

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Country: United States

Employment: Contract

Worksite: On-Site

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Job Description

Target PR Range: 25.75-32/hr DOE

Position Summary:

The Desktop Support Specialist is responsible for delivering high-quality technical support to end users across the organization. This role ensures the smooth operation of desktops, laptops, peripherals, and meeting technologies, with a strong emphasis on customer service, responsiveness, and technical excellence. The position includes support for VIPs, remote and onsite staff, and requires the ability to communicate effectively with both technical and non-technical personnel.

Key Responsibilities

Provide technical support to end users on the standard operation of core systems, including hardware, software, and peripherals.
Diagnose and resolve issues with laptops, desktops, printers, mobile devices, A/V, and other IT equipment.
Maintain and meet individual service level agreements (SLAs), quality targets, and customer satisfaction objectives.
Communicate technical information clearly and effectively to both technical and non-technical audiences.
Document support activities, resolutions, and maintain accurate records in ticketing systems.
Collaborate with other IT teams to escalate and resolve complex issues.
Perform other duties as assigned based on evolving business needs.

Required Qualifications:

Strong communication skills – verbal, written, and interpersonal.
Proven experience in a customer service-oriented technical support role.
Demonstrated ability to troubleshoot and resolve hardware and software issues.
Experience in a fast-paced, corporate IT environment.
Familiarity with networking fundamentals, including Wi-Fi, VPNs, and remote access tools.
Proficiency in supporting Microsoft Windows OS, Office applications, and desktop/laptop hardware.
Familiarity with mobile device support.
Ability to exercise sound judgment and make decisions independently.
Strong organizational skills and attention to detail.

Preferred Qualifications:

Experience with ITIL-based support processes and ticketing systems (e.g., ServiceNow).
Knowledge of MacOS and cross-platform support environments.
Equal Opportunity Employer
We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us(opens in new tab) directly so that we can explore the appropriate arrangements.
Fraud Alert
Candidate safety is a top priority at Planet Pharma. The industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the Recruiter to ensure it’s from an official Planet Pharma domain (@planet-pharma.com, @planet-pharma.co.uk, and @ppgadvisorypartners.com) and not a domain with an alternative extension like .net, .org or .jobs.
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