What are the responsibilities and job description for the Help Desk Support II - must be a current WI resident position at Technoviz LLC?
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)
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