Desktop support Engineer
Desktop support Engineer
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Job Description
- Desktop Support Engineer
- Location Madison WI
- Location Options On-site day1.
Job Summary:
We are seeking a skilled and customer-focused End User Support Level 2 Technician to provide advanced technical support to users within the organization. This role involves resolving escalated issues from Level 1 support troubleshooting hardware and software problems supporting IT systems and ensuring seamless technology operations for end users.
Key Responsibilities:
Respond to and resolve second-level support tickets and escalated issues from the help desk.
Troubleshoot hardware software and peripheral issues for desktops laptops mobile devices and other end-user devices.
Provide support for Windows macOS Microsoft 365 and other enterprise applications.
Configure install and maintain end-user devices and software applications.
Assist in user onboarding/offboarding including account setup access permissions and workstation preparation.
Maintain documentation for technical procedures solutions and user guides.
Work with Level 3 support or vendors for complex issues that require further escalation.
Ensure timely communication and resolution of issues in line with service level agreements (SLAs).
Provide remote and on-site support as needed.
Educate users on best practices basic troubleshooting and IT policies.
Required Qualifications:
Associates or Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).
3 5 years of experience in IT support or help desk role with at least 1 year at L2 level.
Strong knowledge of Windows and macOS environments.
Experience with Active Directory Microsoft 365 and remote desktop tools.
Familiarity with ITIL practices and ticketing systems (e.g. ServiceNow Cherwell).
Excellent problem-solving and customer service skills.
Ability to prioritize and multitask in a fast-paced environment.
Preferred Qualifications:
IT certifications such as CompTIA A Network Microsoft Certified: Modern Desktop Administrator or similar.
Experience supporting virtual environments (e.g. Citrix VMware).
Familiarity with mobile device management (MDM) platforms.
Employment Type
Full-time
