Help Desk II

IT HELP DESK II

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 :

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.

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.)