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Help Desk Support II
Location: Madison, WI
Work Arrangement: Hybrid, minimum 50% onsite
Duration: Multi-year contract
Employment Type: Contract
Anticipated Start: End of November 2026
Position Overview
We are seeking an experienced Help Desk Support II professional to provide both help desk and Tier 2 technical support. This position supports end users across Microsoft and mobile environments and requires strong troubleshooting, customer service, and communication skills.
The successful candidate will provide technical assistance through phone, email, ticketing systems, remote support, and walk-in interactions. The position also assists with PC and mobile device deployments, software installation, computer imaging, Microsoft 365 support, troubleshooting, and knowledge-base documentation.
Key Responsibilities
- Serve as a first point of contact for users requiring technical assistance.
- Provide support through phone, email, ticketing systems, remote troubleshooting, and walk-in interactions.
- Document customer interactions and technical issues within the ticketing system.
- Troubleshoot technical issues using diagnostic techniques and targeted questions.
- Manage assigned support tickets and drive issues through resolution.
- Determine appropriate solutions based on the user's issue and available information.
- Support Windows 11, Microsoft 365, PCs, and Apple mobile devices.
- Assist with PC and mobile device deployments.
- Install and troubleshoot software.
- Image computers and perform post-image configuration.
- Document incidents, technical problems, and resolutions.
- Review existing knowledge-base articles and identify documentation gaps.
- Create and update knowledge-base documentation to improve support consistency.
- Provide limited technical guidance to other support personnel as needed.
Required Qualifications
- 3+ years of experience providing support in a help desk environment.
- Hands-on experience supporting:
- Windows 11
- Microsoft 365
- Apple/iOS/iPadOS mobile devices
- Familiarity with endpoint security practices.
- Strong technical troubleshooting and problem-solving skills.
- Excellent customer service and communication skills.
- Ability to work with minimal supervision.
- Detail-oriented approach and ability to maintain confidentiality.
- Ability to lift computers and related equipment weighing up to 40 pounds.
Preferred Qualifications
Experience with one or more of the following is particularly helpful:
- Jira Service Management
- Microsoft Teams
- Microsoft Intune
- Microsoft Endpoint Configuration Manager (MECM/SCCM)
- Scripting and automation
- Creating, reviewing, and maintaining technical knowledge-base articles
Location Requirements
This position requires candidates to be current Wisconsin residents. Relocation is not permitted.
The position follows a hybrid schedule requiring at least 50% onsite work in downtown Madison, generally alternating one week onsite and one week remote.
Additional onsite work may be required based on business needs, including during weeks otherwise scheduled for remote work. The first 2-3 weeks of onboarding will be onsite.
Candidates must be comfortable meeting these onsite requirements before being submitted.
Interview Process
Microsoft Teams interview with video and audio enabled.
Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.
California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
If you would like to complete our voluntary self-identification form, please or copy and paste the following link into an open window in your browser: ;/p>
Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.
Company Profile:
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.
Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting .
Benefits Information:
Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.
We look forward to working with you.
Beacon Hill. Employing the Future
