Help Desk Support Technician II

About the role

A state government agency is seeking a Help Desk Support II technician to provide first-point-of-contact and Tier 2 technical support. The role supports Windows 11, Microsoft 365 and Apple mobile devices, handles device deployments and imaging, and maintains knowledge base documentation. This is a hybrid position alternating weekly between onsite work in downtown Madison, WI and remote work.

Responsibilities

• Serve as first point of contact for technical assistance via phone, email, ticketing system and walk-ins
• Document all customer interactions in the ticketing system
• Perform remote troubleshooting using diagnostic techniques
• Manage assigned tickets in a timely manner
• Determine the best solution based on reported issues
• Create and update knowledge base articles and identify documentation gaps
• Handle PC and mobile deployments, software installations and new device setup
• Image computers and complete post-image configuration
• Record events and problems through resolution
• Provide limited guidance to other support personnel