Help Desk II

Hi,

We are hiring for a Help Desk II role with the State of Wisconsin. Please refer below JD and if this looks interesting, apply with your updated resume to take it forward.

Department: Department of Administration (DOA - DET)

Location: Madison, WI

Duration: 12 Months Contract (with possibility of extensions)

Note: Must be a CURRENT WI resident. NO RELOCATION ALLOWED. Hybrid work model, candidates will be required to be onsite at least 50% of the time, rotating bi-weekly. Onboarding will be on-site first 2-3 weeks. Candidates must be willing to work one week on site and one week remote, rotating.

Additional details:

• Blend of help desk and tier 2 responsibilities as needed. Candidates must be able to lift computers and other related equipment up to 40 lbs. Ensure that candidates are willing to work on-site bi-weekly.

Top Skills & Years of Experience:

• Windows11, Microsoft 365, Apple and Android mobile phone support, at least 2-3 years experience.

Nice to Have:

• Cherwell Ticketing, Scripting, and automation, Microsoft Teams, Intune, Microsoft End Point Configuration Manager

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:

• 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.)