Help Desk

Note: Local candidates only. Candidate is required to be on-site the first 2-3 weeks during onboarding. After that, candidates need to be on-site bi-weekly. Occasional travel to other locations within the Madison area.

Our client is looking for a Help Desk professional to provide guidance and perform research for the management and administration of the Microsoft M365 application 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. Position is a blend of help desk and tier 2 responsibilities as needed.

Tasks

• Serving as the first point of contact for customers seeking technical assistance over the phone, email and through 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 deployments, installation of software and assist customers with new devices.
• Record events and problems and through resolution logs.

Knowledge, Skills and Abilities Required

• Detail oriented and maintain confidentiality.
• Ability to work with minimal supervision.
• Customer-oriented and patient
• Must be able to lift computers and other related equipment up to 40 lbs.

Skills Required

• 2-5 years - Experience working in a help desk environment.
• 2-3 years - Experience with Microsoft Office and MS Teams
• 2-3 years - Experience with Windows 10
• 2-3 years - Experience with Microsoft 365
• 2-3 years - Experience with Apple and Android mobile phone support & computer systems.
• Experience managing tickets.
• Experience with PC deployments, installation of software and assisting customers with new devices.
• Experience with PC deployments, installation of software and assisting customers with new devices.

Skills Desired

• Experience with Cherwell
• Experience with Scripting
• Experience with automation
• Experience using Microsoft End Point Configuration Manager, Intune