Help Desk

Under the general supervision of the Supervisor of Client Engineering Desktop Supervisor, this position provides guidance and performs research for the management and administration of the Microsoft M365 application 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 at the first point of contact for customers seeking technical assistance over the phone, email and through 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 deployments, installation of software and assist customers with new devices. Record events and problems and through resolution logs. Requirements and Skills: 2-5 years experience working in a help desk environment. Proven experience with Microsoft Office, Teams and 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. Help Desk-hybrid in Madison