Tier 2 IT Help Desk Specialist | Hybrid (Madison)

Beacon Hill Staffing Group; 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

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