Help Desk II

TECHNOVIZ LLC

. Provide guidance and perform research for management and administration of the Microsoft M365 application suite .

Posted 11/4/2026full-timeMadison • Wisconsin • United StatesMid-LevelSenior💰 $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Microsoft 365 solutions, including Microsoft Teams and Microsoft Intune, while providing exceptional customer service and technical support in a help desk environment. Proficient in troubleshooting, documentation, and managing technical issues for both Windows and Apple mobile devices.

Highest-signal resume keywords

Microsoft 365 SuiteHelp Desk SupportTechnical TroubleshootingCustomer ServiceWindows 11 Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft TeamsMicrosoft IntuneWindows 11IOSIPadOSRemote TroubleshootingSoftware DeploymentKnowledge Base DocumentationEndpoint Security PracticesPC Imaging

Soft Skills

Detail-OrientedCustomer-OrientedPatientCommunication SkillsAbility to Work Independently

Tools & Technologies

Ticketing SystemDiagnostic TechniquesMobile DevicesComputers

Certifications & Qualifications

Security Required

Industry Keywords

Help Desk EnvironmentTechnical AssistanceHybrid ScheduleOnsite WorkConfidentiality

Tech Stack

Tools & technologies

iOS

About the role

Key responsibilities & impact

Provide guidance and perform research for management and administration of the Microsoft M365 application suite
Design and deliver Microsoft solutions meeting business objectives and tenant technical requirements
Serve as the first point of contact for customers seeking technical assistance by phone, email, ticketing system, and walk-ins
Document all customer interactions in the ticketing system
Perform remote troubleshooting using diagnostic techniques and pertinent questions
Manage assigned tickets in a timely manner
Determine the best solution based on customer-provided issue details
Develop and modify knowledge base documentation
Deploy PCs and mobile devices, install software, and assist customers with new devices
Image computers and complete post-image configuration
Record events and problems through resolution logs
Provide help desk and Tier 2 support as needed
Troubleshoot technical issues, perform software deployments and installations, and follow established support practices
Plan and accomplish goals, resolve varied technical issues, and provide limited guidance to other support personnel
Identify documentation gaps and create or update knowledge base articles
Alternate weekly between onsite work in downtown Madison and remote work, with additional onsite work as business needs require
Complete initial onboarding onsite for the first two to three weeks

Requirements

What you’ll need

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
Proficiency with iOS and iPadOS devices
Detail-oriented and able to maintain confidentiality
Ability to work with minimal supervision
Customer-oriented and patient
Current Wisconsin resident; no relocation allowed
Minimum three years of relevant help desk experience
Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices
Familiarity with endpoint security practices
Excellent customer service, communication, and troubleshooting skills, emphasizing customer experience
Must be able to lift computers and related equipment weighing up to 40 pounds
Security required
Must participate in a video- and audio-enabled Microsoft Teams interview
Must meet hybrid schedule requirements, including at least 50% onsite work and initial onsite onboarding for two to three weeks

Benefits

Comp & perks

Competitive salary
Opportunity for advancement
Training & development
Flexible work from home options available