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