Help Desk II
Hybrid - US
Help Desk II
Full Time • Hybrid - US
Benefits:
- Competitive salary
- Opportunity for advancement
- Training & development
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:
• 3-5 years of 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 iPadOS 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 for business requirements (TOURISM / WAB / DOG / WHS, etc.
Top Skills & Experience:
· A minimum of three years of experience providing support in a help desk environment.
· Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices.
· Familiarity with endpoint security practices.
· Excellent customer service, communication, and troubleshooting skills, with an emphasis on customer experience.
Nice to Have:
· Jira Service Management.
· Microsoft Teams, Microsoft Intune, and Microsoft Endpoint Configuration Manager.
· Scripting and automation techniques.
· Experience reviewing, maintaining, and contributing knowledge base articles.
Interview Process:
· Microsoft Teams interview with video and audio enabled.
Onsite or remote:
· Must be a CURRENT WI resident. NO RELOCATION ALLOWED. This position follows a hybrid schedule requiring at least 50% onsite work, generally alternating one week onsite and one week remote.
· Additional onsite work may be required to meet business needs, including during otherwise scheduled remote weeks.
· Initial onboarding will be onsite for the first two to three weeks. Please confirm that you are able to meet these requirements before submission.
Project Details:
· This position combines help desk and Tier 2 support responsibilities as needed. Candidates must have a minimum of three years of relevant help desk experience and be well versed in troubleshooting, software deployments and installations, and established support practices and procedures.
· The resource will rely on experience and judgment to plan and accomplish goals, resolve a variety of technical issues, and provide limited guidance to other support personnel. Strong problem-solving skills, initiative, and excellent customer service are required.
· Responsibilities include using and reviewing existing knowledge base articles, identifying documentation gaps, and creating or updating articles to promote accurate, consistent support across teams.
· Candidates must be able to lift computers and related equipment weighing up to 40 pounds.
Security Required? Yes
Flexible work from home options available.
Compensation: $25.00 per hour
About Us
Founded in 2005, Technoviz is a leading IT Service Provider that offers powerful process-driven, high quality, cost-effective solutions to its esteemed customers with a competitive edge in their respective marketplaces. Built on the principles of entrepreneurial spirit, technical excellence, and superior customer service in response to increasing demand for quality Information Technology services. This evolution has allowed Technoviz to provide a wide range of services as a Complete Solution Provider.
We focus on building long lasting relationships to achieve execution excellence. Our in-depth understanding of business processes across a number of domains coupled with a range of cutting-edge technology skills help us to provide software services to Government, Telecommunications, Manufacturing, Banking & Financial Services, Insurance, Healthcare, Utilities and Technology industries while our Technology Practices provide answers to the most critical challenges prevalent in the current environment.
Technoviz offers a wide range of products developed using state of art technology. We have alliance partnership with leading product companies for providing product solutions to lower the mid cap businesses for Accounting, Payroll, Document Management, Work flow, Point of Sales, Sales & Distribution, Manufacturing etc.
Technoviz achieves excellence through continuous training, learning, innovation, partnership with industry leaders to provide the best value to the customer.
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