Tech Support + Help Desk

Under the general supervision of the Client Engineering Desktop Supervisor, this position provides advanced technical support and serves as an escalation point for the Help Desk II team. The Help Desk III technician ensures timely resolution of complex technical issues, assists in root cause analysis, and plays a critical role in mentoring staff and improving service delivery through documentation, process optimization, and collaboration with other IT teams.

Responsibilities:

• Serve as a Tier 2 escalation point for complex or unresolved incidents, including advanced troubleshooting for Windows, M365, Teams, Intune, and device management issues.
• Act as a subject matter expert (SME) in one or more technology areas (e.g., Intune, Windows deployment, or scripting/automation).
• Collaborate with system administrators, network engineers, and security teams on cross-functional technical issues.
• Lead the documentation of standard operating procedures, KB articles, and technical workflows from the Help Desk perspective.
• Identify recurring issues and lead efforts for long-term resolution through automation, process refinement, or training.
• Mentor and train Help Desk II technicians, providing feedback and guidance for skill development.
• Assist in evaluating and recommending tools, scripts, or technologies to improve Help Desk operations.
• Assist with onboarding/offboarding processes, including scripting or process development to streamline.
• Assist with workstation and mobile device imaging, deployment, and configuration as necessary.

Requirements and Skills:

• 3 6 years experience in a Help Desk or IT support role with increasing responsibility.
• Advanced experience with the Microsoft 365 suite, including Teams, Exchange Online, SharePoint, and OneDrive.
• Hands-on experience with Microsoft Intune, including compliance policies, and app deployment.
• Proven ability to lead technical troubleshooting sessions and resolve escalated tickets efficiently.
• Familiarity with scripting languages such as PowerShell to automate support tasks.
• In-depth understanding of Windows 11, iOS, and endpoint security principles.
• Strong analytical and documentation skills with a focus on process improvement.
• Exceptional communication and customer service skills.
• Ability to work independently, prioritize tasks, and manage multiple priorities in a fast-paced environment.
• Flexibility to work on-site in downtown Madison or assigned satellite locations as needed