Help Desk II

This contract Help Desk II role supports end users through Tier 1 and Tier 2 troubleshooting, ticket management, and application support across Microsoft 365 and enterprise systems. The position is hybrid based in Madison, WI, with an initial onsite onboarding period.

Role Responsibilities

• Act as the first point of contact for technical support through phone, email, ticketing system, and walk-ins.
• Troubleshoot and resolve issues involving hardware, software, Windows 11, Microsoft 365, and mobile devices.
• Support Microsoft Teams and Microsoft Intune, including assistance for Apple iOS and iPadOS device users.
• Manage assigned service tickets by documenting customer interactions and maintaining accurate resolution logs.
• Perform remote troubleshooting, software installations, deployments, and PC and mobile device configuration tasks.
• Image computers and complete required post-imaging configurations.
• Create, update, and maintain Knowledge Base articles, including identifying documentation gaps.
• Follow established IT support procedures and support endpoint security practices.
• Provide technical guidance to other support personnel when required.

Required Experience and Qualifications

• Minimum 3 years of experience in a help desk or IT technical support environment (3 to 5 years preferred).
• Hands-on experience with Windows 11, Microsoft 365, Microsoft Teams, and Microsoft Intune.
• Strong knowledge of computer systems, hardware, software, and mobile devices.
• Proficiency with Apple iOS and Apple iPadOS.
• Familiarity with endpoint security, software deployment, installation, and troubleshooting.
• Excellent customer service, communication, problem-solving, and troubleshooting skills.
• Ability to work independently, maintain confidentiality, and manage multiple tickets effectively.
• Ability to lift computers and related equipment weighing up to 40 lbs.
• Must be a current Wisconsin resident. No relocation is allowed.

Technologies

• Windows 11
• Microsoft 365
• Microsoft Teams
• Microsoft Intune
• Apple iOS
• Apple iPadOS
• Jira Service Management
• Microsoft Endpoint Configuration Manager

Nice to Have

• Experience with Jira Service Management.
• Experience with Microsoft Endpoint Configuration Manager.
• Scripting and automation knowledge.
• Experience creating and maintaining technical documentation and Knowledge Base articles.

Work Arrangement and Location Requirements

• Hybrid schedule requiring at least 50% onsite work, generally alternating one week onsite and one week remote.
• Additional onsite presence may be required based on business needs.
• Initial onboarding will be onsite for the first 2 to 3 weeks.
• Onsite work is primarily at the Madison, WI office, with possible assignments at other locations as required (Tourism / WAB / DOG / WHS, etc.).
• Candidates must confirm availability to meet the onsite and hybrid requirements before submission.
• Hybrid location: Madison, WI 53703.

Compensation and Employment Type

• Job type: Contract
• Pay rate: USD 20–24 per hour

Interview Process

• Interview scheduled via Microsoft Teams with video and audio enabled.