Help Desk Support

Support and Tier 2 style troubleshooting for Microsoft 365, with a hybrid on-site and remote schedule.

Responsibilities

• Act as the first point of contact for technical assistance via phone, email, ticketing system, and walk-ins
• Log and document all customer interactions in the ticketing system
• Conduct remote troubleshooting using diagnostic techniques and targeted questions
• Handle and manage assigned tickets in a timely manner
• Use issue details to determine the best resolution path for each case
• Develop and modify Knowledge Base documentation to support consistent internal support
• Use and review existing Knowledge Base articles to identify documentation gaps and update content as needed
• Support PC and mobile deployments, including software installation and assistance with new devices
• Perform computer imaging and complete post-image configuration
• Record events and problems and maintain resolution logs
• Support Tier 2 responsibilities as needed based on technical complexity

Requirements

• Minimum 3 years of relevant help desk experience
• 3–5 years experience working in a help desk environment
• Proven experience troubleshooting and delivering established support practices and procedures
• Strong knowledge of computer systems and mobile devices
• Proven experience as a help desk technician
• Ability to diagnose and resolve basic technical issues
• Proficiency with Microsoft 365 suite, Microsoft Teams, and Microsoft Intune
• Proficient with iOS and iPadOS devices
• Detail oriented and able to maintain confidentiality
• Ability to work with minimal supervision
• Customer-oriented and patient communication style
• Hybrid availability alternating weekly between on-site and remote

Technologies

• Microsoft M365
• Microsoft Teams
• Microsoft Intune
• Windows 11
• iOS
• iPadOS
• Microsoft Endpoint Configuration Manager

Nice to Have

• Jira Service Management
• Scripting and automation techniques
• Experience reviewing, maintaining, and contributing to Knowledge Base articles

Schedule and Other Notes

• Hybrid role requiring at least 50% onsite work
• Generally alternates one week onsite and one week remote
• Additional onsite work may be required during otherwise scheduled remote weeks
• Initial onboarding expected to be onsite for the first 2–3 weeks
• Occasional travel to other locations is extremely rare
• Must be able to lift computers and related equipment up to 40 pounds
• With the exception of being assigned to other locations as needed for business requirements

Location: Madison, WI (hybrid) • Pay: USD 23–28 per hour • Experience: 3+ years • Position Type: Help Desk II level support with Tier 2 responsibilities as needed