Help Desk Support
About The Position
The IT Help Desk II Technician provides Help Desk and Tier 2 technical support in a fast-paced enterprise environment. The role supports end users by troubleshooting technical issues, deploying hardware and software, and contributing to knowledge management. It requires experience with Microsoft technologies, mobile devices, and desktop support processes, along with a strong customer-service focus. The position is hybrid in Madison, Wisconsin, with approximately 50% onsite and 50% remote work. The typical schedule alternates between one week onsite and one week remote, though additional onsite attendance may be required based on business needs. Initial onboarding and training will take place onsite for approximately two to three weeks. Candidates must be current Wisconsin residents; relocation is not available. The contract runs through June 30, 2027, with potential extensions.
Requirements
- At least 3 years of experience in a Help Desk, Desktop Support, or Technical Support role.
- Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices (iPhone/iPad).
- Experience with software installations, deployments, and troubleshooting.
- Strong understanding of desktop support best practices and customer service principles.
- Ability to diagnose and resolve technical issues independently.
- Excellent communication, problem-solving, and customer service skills.
- Ability to prioritize work and manage multiple tasks effectively.
- Ability to lift and move computer equipment weighing up to 40 pounds.
- Must currently reside in Wisconsin and be able to meet onsite requirements throughout the engagement.
Nice To Haves
- Experience with Jira Service Management.
- Experience supporting Microsoft Teams, Microsoft Intune, or Microsoft Endpoint Configuration Manager (ConfigMgr/SCCM).
- Scripting or automation experience.
- Experience creating and maintaining technical documentation and knowledge base articles.
- Familiarity with endpoint security practices and device management.
Responsibilities
- Serve as the primary point of contact for end users seeking technical assistance by phone, email, ticketing system, and walk-up support.
- Troubleshoot and resolve hardware, software, and connectivity issues using established support procedures.
- Document customer interactions, troubleshooting steps, and resolutions in the ticketing system.
- Manage assigned tickets and service requests in a timely manner.
- Deploy, configure, and support desktop computers, laptops, mobile devices, and associated software.
- Perform computer imaging, software installations, and post-deployment configuration.
- Support Microsoft 365 applications and related productivity tools.
- Create, update, and maintain knowledge base articles and technical documentation.
- Identify documentation gaps and contribute to improving support processes and knowledge sharing.
- Provide guidance and assistance to team members as needed.
- Assist with endpoint security and device management initiatives.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
