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Help Desk Support II - must be a current WI resident

Technoviz LLC
Madison, WI Full Time
POSTED ON 3/18/2025
AVAILABLE BEFORE 4/17/2025

Job Description

Job Description

Benefits / Perks :

  • Great Work Environment
  • Career Advancement Opportunities
  • Competitive Compensation

Job Summary :

We are seeking an experienced Help Desk support resource to join our team! As a Help Desk support resource, you will provide guidance and perform research for the management and administration of the Microsoft M365 application suite in the delivery of Microsoft solutions. This enterprise-wide responsibility includes the design and delivery of Microsoft solutions to meet business objectives, tenant technical requirements to create effective knowledge sharing, collaboration, and workflow solutions.

Responsibilities :

  • Serving as the first point of contact for customers seeking technical assistance over the phone, via email and or through our ticketing system. This includes walk-ins.
  • Documentation of all customer interactions within our ticketing system.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Manage tickets assigned in a timely manner.
  • Determine the best solution based on the issue and details provided by the customer.
  • Develop / modifying Knowledge Base documentation.
  • PC and Mobile deployments, installation of software and assist customers with new devices.
  • Image computers and complete post-image configuration.
  • Record events and problems and through resolution logs.

    • Qualifications

  • 2-5 years experience working in a help desk environment.
  • Proven experience with the Microsoft 365 suite, Microsoft Teams and Microsoft Intune services.
  • In-depth knowledge of computer systems and mobile devices.
  • Proven experience as a help desk technician.
  • Ability to diagnose and resolve basic technical issues.
  • Proficient with iOS and Android devices.
  • Detail oriented and maintain confidentiality.
  • Ability to work with minimal supervision.
  • Customer-oriented and patient.
  • Alternate weekly between on-site work in downtown Madison and remote work with the exception of being assigned to other locations as and where necessary (TOURISM / WAB / DOG / WHS, etc.)

    • Required Skills :

  • Windows 11 (2-3 years)
  • Microsoft 365 (2-3 years)
  • Apple and Android mobile phone support (2-3 years)

    • Preferred Skills :

  • Cherwell Ticketing
  • Scripting and automation
  • Microsoft Teams
  • Intune
  • Microsoft End Point Configuration Manager

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