Help Desk II

Technoviz•Madison, WI

1d•Hybrid

About The Position

Under the general supervision of the Client Engineering Desktop Supervisor, the Help Desk II provides customer-facing technical assistance and Tier 2 support as needed. The role supports management and administration of the Microsoft M365 application suite, including research and delivery of Microsoft solutions that meet business objectives and tenant technical requirements for knowledge sharing, collaboration, and workflow. The position combines help desk support with software and device deployments, troubleshooting, ticket management, and knowledge-base maintenance. It follows a hybrid schedule with at least 50% onsite work, generally alternating one week onsite and one week remote, and requires onsite onboarding for the first two to three weeks. Additional onsite work may be required to meet business needs. Candidates must currently reside in Wisconsin; relocation is not allowed. The role requires lifting computers and related equipment weighing up to 40 pounds.

Requirements

At least three years of experience providing support in a help desk environment; the requirements section states 3–5 years of help desk experience.
Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices.
Proven experience with Microsoft 365, Microsoft Teams, and Microsoft Intune services.
In-depth knowledge of computer systems and mobile devices.
Ability to diagnose and resolve basic technical issues and troubleshoot software deployments and installations.
Proficiency with iOS and iPadOS devices.
Familiarity with endpoint security practices.
Excellent customer service, communication, troubleshooting, and problem-solving skills, with an emphasis on customer experience.
Detail-oriented and able to maintain confidentiality.
Ability to work with minimal supervision and use initiative and judgment to plan and accomplish goals.
Able to lift computers and related equipment weighing up to 40 pounds.
Must be a current Wisconsin resident; relocation is not allowed.
Able to meet the hybrid schedule requiring at least 50% onsite work, alternating onsite and remote weeks, and onsite onboarding for the first two to three weeks.
Able to work onsite at other locations as required for business needs.

Nice To Haves

Experience with Jira Service Management.
Experience with Microsoft Teams, Microsoft Intune, and Microsoft Endpoint Configuration Manager.
Scripting and automation techniques.
Experience reviewing, maintaining, and contributing knowledge-base articles.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance by phone, email, ticketing system, or walk-in.
Document all customer interactions in the ticketing system.
Perform remote troubleshooting using diagnostic techniques and relevant questions.
Manage assigned tickets in a timely manner.
Determine appropriate solutions based on the issue and information provided by the customer.
Develop and modify knowledge-base documentation; review existing articles and identify documentation gaps.
Deploy PCs and mobile devices, install software, and assist customers with new devices.
Image computers and complete post-image configuration.
Record events and problems and maintain resolution logs.
Provide limited guidance to other support personnel as needed.
Support Microsoft M365 application-suite management and administration, including solutions for knowledge sharing, collaboration, and workflow.