Desktop Support Design

Overview

On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2

Skills

Active Directory
Customer Service
Citrix
Documentation
Educate
Communication
IT Operations
CompTIA
Laptop
Computer Hardware
Microsoft
Conflict Resolution
Data Link Layer
Help Desk
ITIL
Mobile Devices
Multitasking
Network+
Master Data Management
Microsoft Office
Microsoft Windows
Mobile Device Management
OS X
Onboarding
Technical Support
Problem Solving
Remote Desktop
SAP PP
Service Level
ServiceNow
User Guides
VMware

Job Details

Job Title: Desktop Support Engineer,
Location: Madison, WI day 1 Onsite.
Visa: H1B.with PP number
Exp: 3+ yrs

Job Summary:
We are seeking a skilled and customer-focused End User Support Level 2 Technician to provide advanced technical support to users within the organization. This role involves resolving escalated issues from Level 1 support, troubleshooting hardware and software problems, supporting IT systems, and ensuring seamless technology operations for end users.
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Key Responsibilities:
* Respond to and resolve second-level support tickets and escalated issues from the help desk.
* Troubleshoot hardware, software, and peripheral issues for desktops, laptops, mobile devices, and other end-user devices.
* Provide support for Windows, macOS, Microsoft 365, and other enterprise applications.
* Configure, install, and maintain end-user devices and software applications.
* Assist in user onboarding/offboarding, including account setup, access permissions, and workstation preparation.
* Maintain documentation for technical procedures, solutions, and user guides.
* Work with Level 3 support or vendors for complex issues that require further escalation.
* Ensure timely communication and resolution of issues in line with service level agreements (SLAs).
* Provide remote and on-site support as needed.
* Educate users on best practices, basic troubleshooting, and IT policies.
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Required Qualifications:
* Associate s or Bachelor s degree in Information Technology, Computer Science, or related field (or equivalent experience).
* 3 5 years of experience in IT support or help desk role, with at least 1 year at L2 level.
* Strong knowledge of Windows and macOS environments.
* Experience with Active Directory, Microsoft 365, and remote desktop tools.
* Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Cherwell).
* Excellent problem-solving and customer service skills.
* Ability to prioritize and multitask in a fast-paced environment.
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Preferred Qualifications:
* IT certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or similar.
* Experience supporting virtual environments (e.g., Citrix, VMware).
* Familiarity with mobile device management (MDM) platforms.

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