Hybrid IT Help Desk Pro — Tier 1 & 2 Support

LEVI, RAY & SHOUP, INC; Madison (WI); Hybride; USD 26 000 - 30 000; Plein temps

Résumé du poste

Codeworks, an LRS company, is seeking a Help Desk Support to provide Tier 1 and Tier 2 technical support in a hybrid environment. This contract role is ideal for a customer-focused IT professional with proven experience supporting Microsoft technologies, mobile devices, and end-user computing environments.

The successful candidate will assist users through phone, email, walk-in, and ticketing channels while delivering outstanding customer service and timely issue resolution.

Qualifications

• Minimum 3+ years of experience in a Help Desk or Technical Support environment.
• Hands-on experience supporting Windows 11.
• Experience supporting Microsoft 365 applications and services.
• Experience supporting Apple iOS and iPadOS devices.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Experience with software deployment, installation, and endpoint support.
• Strong documentation and ticket management experience.
• Ability to maintain confidentiality and handle sensitive information.
• Candidates must be current Wisconsin residents. No relocation is permitted.

Responsabilités

• Serve as the first point of contact for technical support requests via phone, email, walk-ins, and ticketing systems.
• Troubleshoot and resolve hardware, software, Microsoft 365, Windows 11, and mobile device issues.
• Provide Tier 1 and Tier 2 support as needed.
• Document customer interactions, troubleshooting steps, and resolutions within the service management system.
• Manage assigned tickets and ensure timely resolution.
• Deploy, configure, and support PCs, laptops, and mobile devices.
• Perform computer imaging and post-image configuration activities.
• Install and support software applications and updates.
• Develop, review, and maintain knowledge base documentation.
• Assist users with Microsoft Teams, Microsoft 365, and collaboration tools.
• Follow established support procedures and security practices.
• Provide excellent customer service while supporting a diverse user community.

Connaissances

Customer service

Communication skills

Troubleshooting

Ticket management

Confidentiality

Outils

Ticketing systems

Microsoft Teams

Imaging software

Description du poste

Codeworks, an LRS company, is seeking a Help Desk Support to provide Tier 1 and Tier 2 technical support in a hybrid environment. This contract role is ideal for a customer-focused IT professional with proven experience supporting Microsoft technologies, mobile devices, and end-user computing environments.

The successful candidate will assist users through phone, email, walk-in, and ticketing channels while delivering outstanding customer service and timely issue resolution.