Help Desk II

Technoviz LLC•Madison, WI

1d•Hybrid

About The Position

Under the general supervision of the Client Engineering Desktop Supervisor, this position provides guidance and performs research for the management and administration of the Microsoft M365 application suite and delivery of Microsoft solutions. The role supports enterprise-wide design and delivery of solutions that meet business objectives and tenant technical requirements, enabling knowledge sharing, collaboration, and workflow solutions. This position combines help desk and Tier 2 support responsibilities as needed. The resource uses experience and judgment to plan and accomplish goals, resolve a variety of technical issues, and provide limited guidance to other support personnel. The role includes troubleshooting, software deployments and installations, and following established support practices and procedures. It also involves reviewing existing knowledge base articles, identifying documentation gaps, and creating or updating articles to promote accurate, consistent support across teams. The position follows a hybrid schedule with at least 50% onsite work, generally alternating one week onsite and one week remote. Additional onsite work may be required to meet business needs, and initial onboarding is onsite for the first two to three weeks. Applicants must be current Wisconsin residents; relocation is not allowed. The role requires the ability to lift computers and related equipment weighing up to 40 pounds. Security is required.

Requirements

At least three years of experience providing support in a help desk environment; the posting also lists 3–5 years of help desk experience.
Proven experience with the Microsoft 365 suite, Microsoft Teams, and Microsoft Intune services.
Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices.
In-depth knowledge of computer systems and mobile devices.
Proven experience as a help desk technician.
Ability to diagnose and resolve basic technical issues.
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, show initiative, and be patient and customer-oriented.
Must be a current Wisconsin resident; relocation is not allowed.
Must be able to meet the hybrid schedule requiring at least 50% onsite work, additional onsite work as needed, and onsite onboarding for the first two to three weeks.
Ability to lift computers and related equipment weighing up to 40 pounds.
Security is required.

Nice To Haves

Jira Service Management.
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 the best solution based on the issue and information provided by the customer.
Develop and modify knowledge base documentation.
Deploy PCs and mobile devices, install software, and assist customers with new devices.
Image computers and complete post-image configuration.
Record events and problems in resolution logs.
Use and review existing knowledge base articles, identify documentation gaps, and create or update articles.
Provide limited guidance to other support personnel.