Job Description

IT Help Desk II (Hybrid - Wisconsin)

Location: Madison WI (Hybrid)
Duration: Contract through June 30 2027 with potential extensions
Schedule: Hybrid (approximately 50% onsite / 50% remote)
Residency Requirement: Must be a current Wisconsin resident. Relocation is not available for this position.

Position Overview:

We are seeking an experienced IT Help Desk II Technician to provide both Help Desk and Tier 2 technical support in a fast-paced enterprise environment. This role requires a customer-focused professional who can troubleshoot technical issues support end users deploy hardware and software and contribute to knowledge management initiatives.

The ideal candidate will have strong experience supporting Microsoft technologies mobile devices and standard desktop support processes while delivering exceptional customer service.

Key Responsibilities:

• Serve as the primary point of contact for end users seeking technical assistance via phone email ticketing systems and walk-up support.
• Troubleshoot and resolve hardware software and connectivity issues using established support procedures.
• Document customer interactions troubleshooting steps and resolutions within 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.

Required Qualifications:

• Minimum of 3 years of experience in a Help Desk Desktop Support or Technical Support role.

• Hands-on experience supporting:

  • Windows 11
  • Microsoft 365
  • 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 .

Preferred Qualifications:

• Experience with Jira Service Management.

• Experience supporting:

  • Microsoft Teams
  • Microsoft Intune
  • 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.

Work Arrangement:

• Hybrid schedule requiring at least 50% onsite work.
• Typical schedule alternates between one week onsite and one week remote.
• Additional onsite attendance may be required based on business needs.
• Initial onboarding and training will be conducted onsite for approximately 2 to 3 weeks.
• Candidates must currently reside in Wisconsin and be able to meet onsite requirements throughout the engagement.

Interview Process:

• Microsoft Teams interview with audio and video participation required.

Interested candidates should highlight their experience with Windows desktop support Microsoft 365 mobile device management software deployments ticketing systems and customer-facing technical support environments.

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