Job Description

IT Help Desk Support – Wisconsin Residency Required
Contract Duration: 12+ months (with annual extensions likely)
Location: Hybrid in Madison, Wisconsin (On-site in Madison, WI at least 50% of the time, alternating weekly)

We are seeking an experienced IT Help Desk Support Professional to join our team on a 12+ month consulting project. This role requires a current Wisconsin resident. The position operates on a hybrid model, requiring on-site presence in Madison, WI, at least 50% of the time on a bi-weekly rotation, with the initial onboarding conducted on-site for the first 2-3 weeks.

Key Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing system, including walk-ins.
• Document customer interactions and resolutions in the ticketing system.
• Perform remote troubleshooting and diagnostic techniques.
• Manage and resolve tickets efficiently, determining optimal solutions based on customer issues.
• Develop and update Knowledge Base documentation.
• Deploy PCs and mobile devices, install software, and assist customers with new devices.
• Image computers and complete post-image configurations.
• Lift computers and related equipment up to 40 lbs as needed.

Preferred Skills & Experience:

• 2-5 years of experience in a help desk environment.
• Proficiency with Windows 11, Microsoft 365, and mobile phone support (Apple & Android).
• Experience with Microsoft Teams, Intune, and Microsoft Endpoint Configuration Manager.
• Strong troubleshooting skills and the ability to diagnose and resolve technical issues.
• Excellent customer service skills and ability to work independently.
• Experience with Cherwell Ticketing or other ticketing tool, scripting, automation, and additional Microsoft solutions.

Interview Process:

• Conducted via Microsoft Teams (video and audio required).

This is an excellent opportunity for IT professionals who are well-versed in help desk operations and enjoy providing high-quality technical support. If you meet the qualifications and are looking for a challenging role in a dynamic environment, we encourage you to apply.

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