IT Help Desk--(Hybrid | $23-25/hour)

Beacon Hill; Madison (WI); Hybrid; USD 55,000 - 75,000; Part time

Job summary

Beacon Hill Staffing Group in Madison, WI is seeking an experienced Help Desk Support II for a multi-year contract with hybrid work arrangement. The role supports end users across Windows 11, Microsoft 365, and Apple devices, handling tickets via phone, email, and remote assistance, and contributing to knowledge-base documentation.

The ideal candidate has 3+ years in a help desk, strong troubleshooting, and excellent customer service skills, with the ability to lift up to 40 pounds and work with

Qualifications

• 3+ years of experience providing support in a help desk environment.
• Experience supporting Windows 11, Microsoft 365, and Apple/iOS devices.
• Familiarity with endpoint security practices.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work with minimal supervision.
• Detail-oriented with confidentiality.
• Ability to lift computers and equipment up to 40 pounds.

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 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, problems, and resolutions.
• Review knowledge-base articles and identify gaps; create/update docs.
• Provide limited technical guidance to other support personnel.

Skills

Technical troubleshooting

Customer service

Communication

Independent work

Confidentiality

Lifting 40 pounds

Tools

Jira Service Management

Microsoft Teams

Microsoft Intune

MECM/SCCM

Job description

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

• 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.

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