Help Desk II (Hybrid)

Job Title : Help Desk II (Hybrid)

Location : Madison, WI

Duration : 12 Months

Job Description :

Under the general supervision of the Client Engineering Desktop Supervisor, this position provides guidance and performs 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.

Requirements and Skills :