Overview
Skills
Job Details
IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide.
Our client is looking for a Help Desk professional to provide advanced technical support and serve 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.
Tasks
- 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.
- 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.
Knowledge, Skills and Abilities Required:
- Ability to work independently, prioritize tasks, and manage multiple priorities, including continuous improvement initiatives, in a fast-paced environment
- Strong analytical and documentation skills with a focus on process improvement.
- Exceptional communication and customer service skills.
- Flexibility to work on-site in downtown Madison or assigned satellite locations as needed
NOTE: Candidates must be CURRENT WI residents. NO RELOCATION IS ALLOWED. Candidates will be required to be onsite 50% of the time. While one week on and one week off may be the overall rule, exceptions will occur requiring additional, short term onsite presence above this. On boarding will be on-site 2-3 weeks depending on experience. Minimal travel between agency buildings in the Madison area will be required. Reimbursement for mileage will not be provided.
Location: Madison, WI (Hybrid)
Contract: 1+ years
Skills Required:
- 3-6 years - Experience in a Help Desk or IT support role with increasing responsibility.
- 3-6 years - Advanced experience with the Microsoft 365 suite, including Teams, Exchange Online, SharePoint, and OneDrive.
- 3-6 years - Strong analytical and documentation skills with a focus on process improvement and proven ability to lead technical troubleshooting sessions and resolve escalated tickets efficiently
- Mentor and train Help Desk II technicians, providing feedback and guidance for skill development.
- Candidates must be able to lift computers and other related equipment up to 40 lbs.
Skills Desired A plus to have:
- Familiarity with scripting languages such as PowerShell to automate support tasks.
- Hands-on experience with Microsoft Intune, including compliance policies, and app deployment.
- In-depth understanding of Windows 11, iOS, and endpoint security principles.
***Rate depends on experience
*** Local candidates preferred, not mandatory
*** Candidates authorized to work in the US are encouraged to apply. We can accept H1b, , TN, and other valid work visas for IT. However, we cannot accept OPT or CPT visas at this time.
*** Companies submitting candidates should only submit direct W2 employees for this position.
Please submit your resume by using the "URL" below