Hybrid IT Help Desk II: M365 & Endpoint Support

VIVA USA Inc; Madison (WI); Hybrid; USD 45,000 - 70,000; Full time

Job summary

VIVA USA Inc is seeking an IT Help Desk II in Madison, WI. The role combines front-line support with Tier 2 tasks, focusing on Microsoft 365, Teams, and Intune. Candidates should have 3–5 years of help desk experience and be comfortable with on-site and remote work in a hybrid model.

The position emphasizes strong customer service, documentation, and knowledge base improvements. Onsite onboarding and periodic travel may be required.

Qualifications

• 3-5 years of help desk experience.
• Experience with Microsoft 365, Teams and Intune.
• Knowledge of Windows, Apple devices and mobile provisioning.

Responsibilities

• Serve as first contact for technical assistance via phone, email, or ticketing system.
• Document interactions in the ticketing system and update KB articles.
• Perform remote troubleshooting and guide users to resolve issues.

Skills

Customer service

Troubleshooting

Communication

Detail oriented

Teamwork

Tools

Microsoft 365

Teams

Intune

Windows 11

iOS devices

Job description

VIVA USA Inc is seeking an IT Help Desk II in Madison, WI. The role combines front-line support with Tier 2 tasks, focusing on Microsoft 365, Teams, and Intune. Candidates should have 3–5 years of help desk experience and be comfortable with on-site and remote work in a hybrid model.

The position emphasizes strong customer service, documentation, and knowledge base improvements. Onsite onboarding and periodic travel may be required.