Senior Help Desk Support

Overview

On Site
$75000
Full Time

Job Details

Job Title: Senior Help Desk Support

Location: Milwaukee WI

Environment - Onsite 

Terms - Direct Hire 

Salary - $65,000 to $75,000 plus bonus, full benefits, PTO and company perks 

Overview:

We are seeking a knowledgeable and customer-focused Senior Help Desk Support to join our IT support team. In this role, you will be the primary escalation point for complex technical issues and play a key role in supporting and guiding end-users through our ongoing migration from on-premise Microsoft Exchange to Office 365.

Why We're Migrating to Office 365:

As part of our digital transformation initiative, we are migrating all users from our legacy on-premise Exchange environment to Microsoft Office 365. This transition supports our long-term strategy to increase productivity, improve collaboration, and enhance remote work capabilities across the organization. Office 365 offers robust security features, seamless integration with modern tools, and a scalable platform for future growth.

Key Responsibilities:

  • Provide Tier 2 and Tier 3 technical support for end-users, resolving hardware, software, and network-related issues.

  • Act as the subject matter expert for Microsoft Exchange and Office 365 platforms, including mail flow, mailbox management, permissions, and account provisioning.

  • Support and troubleshoot issues related to the Exchange-to-Office 365 migration, including mailbox moves, Outlook profile reconfiguration, and user training.

  • Collaborate with the infrastructure team to ensure smooth operation of Active Directory, Exchange services, and Office 365 applications.

  • Document technical processes, solutions, and best practices for internal knowledge sharing and future reference.

  • Monitor support ticket queues and ensure timely resolution and communication with end-users.

  • Mentor junior help desk staff and assist in improving service delivery standards.

  • Assist with patch management, security updates, and overall workstation maintenance as needed.

Qualifications:

  • 3–5+ years of experience in a technical support or help desk role, with a focus on Microsoft environments.

  • Hands-on experience supporting both on-premise Microsoft Exchange and Office 365 (Exchange Online).

  • Strong understanding of user account and email management, including distribution groups, shared mailboxes, and permissions.

  • Familiarity with Active Directory, DNS, and Group Policy.

  • Experience using help desk/ticketing systems such as ServiceNow, Jira, or similar.

  • Excellent troubleshooting skills and a customer-first mindset.

  • Strong written and verbal communication skills

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