Family support specialist Jobs in Madison, WI

As a Support Service Specialist, you’ll play a key role in ensuring Rural Mutual employees have the tools and technology they need to succeed. You’ll be the go-to resource for troubleshooting issues, deploying hardware and software, and maintaining reliable access to company systems and applications. Your work directly impacts productivity and helps create a seamless technology experience for our team. In this rotating hybrid role, you’ll collaborate with the Support Services Supervisor and the IT team. You'll resolve support tickets, implement new technologies, streamline processes, and document best practices—making a real difference in how we operate. This is an opportunity to grow your technical skills while contributing to an organization that values innovation and efficiency. If you have proven experience providing a positive user experience through professionalism, patience, and clear communication, apply today! Responsibilities :

• Responds to end-user support requests through the Help Desk platform (Zendesk), ensuring timely, accurate, and courteous resolution.
• Troubleshoots issues related to Windows operating systems, Office 365, printers, peripherals, and network connectivity.
• Performs setup, configuration, maintenance, and replacement of user hardware, including laptops, desktops, and mobile devices.
• Installs and updates approved software applications, ensuring compliance with company standards and licensing.
• Documents all support activities, including issue details, troubleshooting steps, and resolution outcomes in Zendesk.
• Collaborates with the Network, Operations, and Security teams to escalate or coordinate the resolution of more complex issues.
• Maintains an up-to-date understanding of end-user technologies and contributes to improving documentation and internal FAQs.
• Assists in technology rollouts, upgrades, and other infrastructure projects as directed.
• Provides end-user training and guidance on new systems, applications, and best practices.
• Follows established IT policies, procedures, and security standards in all activities.
• Supports a positive user experience through professionalism, patience, and clear communication. Qualifications :
• Associate degree in Information Technology or related field (Bachelor’s preferred) or equivalent experience.
• 3–5 years of IT support experience , preferably in a corporate environment.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and customer service skills , able to explain technical concepts to non-technical users.
• Proficiency in Microsoft Office 365 (Outlook, Teams, SharePoint) and end-user device management.
• Working knowledge of Windows operating systems , networking fundamentals (DNS, DHCP, VPN), and peripheral devices.
• Experience with ticketing systems such as Zendesk or similar platforms.
• Ability to manage multiple priorities in a fast-paced environment and adapt troubleshooting approaches.
• Skilled in writing clear technical documentation, user instructions, and internal communications.
• Familiarity with SQL and data analysis for troubleshooting and validation (preferred).
• Ability to work a rotating hybrid schedule.
• Occasional lifting of computer equipment. Compensation : $65,000 - $75,000 yearly
• Responds to end-user support requests through the Help Desk platform (Zendesk), ensuring timely, accurate, and courteous resolution.
• Troubleshoots issues related to Windows operating systems, Office 365, printers, peripherals, and network connectivity.
• Performs setup, configuration, maintenance, and replacement of user hardware, including laptops, desktops, and mobile devices.
• Installs and updates approved software applications, ensuring compliance with company standards and licensing.
• Documents all support activities, including issue details, troubleshooting steps, and resolution outcomes in Zendesk.
• Collaborates with the Network, Operations, and Security teams to escalate or coordinate the resolution of more complex issues.
• Maintains an up-to-date understanding of end-user technologies and contributes to improving documentation and internal FAQs.
• Assists in technology rollouts, upgrades, and other infrastructure projects as directed.
• Provides end-user training and guidance on new systems, applications, and best practices.
• Follows established IT policies, procedures, and security standards in all activities.
• Supports a positive user experience through professionalism, patience, and clear communication.

Compensation :

$65,000-$75,000 per year