Desktop Support Engineer

Location – Madison, WI

Job Summary :

We are seeking a skilled and customer-focused End User Support Level 2 Technician to provide advanced technical support to users within the organization. This role involves resolving escalated issues from Level 1 support, troubleshooting hardware and software problems, supporting IT systems, and ensuring seamless technology operations for end users.

Key Responsibilities :

• Respond to and resolve second-level support tickets and escalated issues from the help desk.
• Troubleshoot hardware, software, and peripheral issues for desktops, laptops, mobile devices, and other end-user devices.
• Provide support for Windows, macOS, Microsoft 365, and other enterprise applications.
• Configure, install, and maintain end-user devices and software applications.
• Assist in user onboarding / offboarding, including account setup, access permissions, and workstation preparation.
• Maintain documentation for technical procedures, solutions, and user guides.
• Work with Level 3 support or vendors for complex issues that require further escalation.
• Ensure timely communication and resolution of issues in line with service level agreements (SLAs).
• Provide remote and on-site support as needed.
• Educate users on best practices, basic troubleshooting, and IT policies.

Required Qualifications :

Preferred Qualifications :

Centraprise is an equal opportunity employer. Applicants must be authorized to work in the U.S.

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