IT Service Desk Technician

Ultratec, Inc., located on the west side of Madison, is the worldwide leader in developing new technologies for the deaf and hard of hearing population. Today, our equipment is recognized as the standard for excellence in text telecommunications. Ultratec, Inc. is actively seeking an IT Service Desk Technician I to join our team.

This full-time position offers an on-site, Monday-Friday schedule between the hours of 7:00 AM - 6:00 PM, a competitive starting wage, a full benefits package, and a casual work environment. Absent undue hardship, Ultratec will make reasonable accommodations for religious beliefs and individuals with disabilities.

Ultratec's most recent endeavor, the Captioned Telephone (CapTel), continues to demonstrate how we have revolutionized the industry with cutting edge products that transform the lives of individuals around the world.

Job Summary: The IT Service Desk Technician I provides front-line technical support and basic troubleshooting for Ultratec's end users and systems. This role focuses on initial triage, resolving common workstation and access-related issues, and ensuring accurate documentation and timely escalation when needed. This position plays a key role in delivering reliable, customer-focused IT support while following established procedures and service standards.

Essential Functions: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as first point of contact for IT support requests via phone, ticketing system, and desk-side support.
• Perform initial troubleshooting for common technical issues, including:
  
  
  
  • Password resets and account access issues.
  • Login, MFA, and Microsoft 365-related issues.
  • Basic Windows OS startup, connectivity, and user profile issues.
  
  
  
  
• Accurately document, track, and update tickets in the help desk system.
• Perform basic hardware and software installation, maintenance, and break/fix support for desktops, laptops, and peripherals.
• Follow established process and procedures for issue resolution and escalation.
• Escalate unresolved or complex issues to IT Service Desk Technician II or other IT resources as appropriate.
• Maintain clear, professional communication with end users regarding issue status and resolution.
• Assist with documentation, knowledge base articles, and standard work instructions.
• Travel between company locations (less than two miles apart) as needed to provide on-site support and transport equipment.

Supervisory Responsibilities: No direct reports.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Requirements: The requirements listed below are representative of the knowledge, skills and/or abilities required.

Required Technical Skills & Experience:

• Technical or Information Systems degree completed or in progress, relevant certifications, or equivalent practical experience.
• 0-2 years of experience in an IT support or help desk environment preferred.
• Working knowledge of Microsoft Windows workstation environments.
• Familiarity with Microsoft 365 applications and basic account administration concepts.
• Basic understanding of LAN/WAN connectivity and workstation networking.
• Ability to research solutions and follow documented troubleshooting steps.

Required Soft Skills:

• Strong customer service orientation with the ability to interact professionally and patiently with users.
• Effective verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to handle confidential information appropriately.
• Willingness to learn and grow technical skills.

Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is regularly required to sit, hear and talk; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms. Specific vision abilities required by the job include close vision, depth perception and the ability to adjust focus. Ability to lift and/or carry 15-30 lbs. and move equipment as needed.
• Work Environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

General Sign-Off: The employee is expected to adhere to all company policies and to act as a role model in the adherence of company policies.

All qualified applicants will receive considerations for employment without regard to sex, race, color, national origin or ancestry, age, disability, marital/veteran/student status, physical appearance, sexual orientation, political beliefs, religion, genetic information, gender identity, a less than honorable discharge from the military, etc., and any other status protected by federal, state, or local law and regulations.