Help Desk

L R S•Madison, WI

9h•Hybrid

About The Position

Codeworks, an LRS company, is seeking a Help Desk Support professional to provide Tier 1 and Tier 2 technical support in a hybrid environment. This contract role is suited to a customer-focused IT professional with experience supporting Microsoft technologies, mobile devices, and end-user computing environments. The successful candidate will assist users through phone, email, walk-in, and ticketing channels while providing customer service and timely issue resolution. The role includes troubleshooting hardware, software, Microsoft 365, Windows 11, and mobile-device issues; deploying and configuring computers and mobile devices; performing computer imaging and post-image configuration; and supporting software applications and updates. The Help Desk Support professional documents interactions and resolutions, manages tickets, maintains knowledge base documentation, supports Microsoft Teams and collaboration tools, and follows established support procedures and security practices. Candidates must be current Wisconsin residents; relocation is not permitted.

Requirements

At least 3 years of experience in a Help Desk or Technical Support environment.
Hands-on experience supporting Windows 11.
Experience supporting Microsoft 365 applications and services.
Experience supporting Apple iOS and iPadOS devices.
Strong troubleshooting and problem-solving skills.
Excellent customer service and communication skills.
Experience with software deployment, installation, and endpoint support.
Ability to diagnose and resolve technical issues with minimal supervision.
Strong documentation and ticket management experience.
Ability to maintain confidentiality and handle sensitive information appropriately.
Must be a current Wisconsin resident; relocation is not permitted.

Responsibilities

Serve as the first point of contact for support requests received by phone, email, walk-ins, and ticketing systems.
Troubleshoot and resolve hardware, software, Microsoft 365, Windows 11, and mobile-device issues.
Provide Tier 1 and Tier 2 technical support.
Document customer interactions, troubleshooting steps, and resolutions in the service management system.
Manage assigned tickets and ensure timely resolution.
Deploy, configure, and support PCs, laptops, and mobile devices.
Perform computer imaging and post-image configuration activities.
Install and support software applications and updates.
Develop, review, and maintain knowledge base documentation.
Assist users with Microsoft Teams, Microsoft 365, and collaboration tools.
Follow established support procedures and security practices.
Provide customer service while supporting a diverse user community.