Role: Help Desk
Location: Madison, WI.
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.