Tier 2 Technical Support Technician

job summary:

Must be a CURRENT Wisconsin resident. NO RELOCATION ALLOWED. This position follows a hybrid schedule requiring at least 50% onsite work, generally alternating one week onsite and one week remote. Additional onsite work may be required to meet business needs, including during otherwise scheduled remote weeks. Initial onboarding will be onsite for the first two to three weeks.

This position combines help desk and Tier 2 support responsibilities as needed. Candidates must have a minimum of three years of relevant help desk experience and be well versed in troubleshooting, software deployments and installations, and established support practices and procedures.

The resource will resolve a variety of technical issues, and provide limited guidance to other support personnel. Strong problem-solving skills, initiative, and excellent customer service are required.

Responsibilities include using and reviewing existing knowledge base articles, identifying documentation gaps, and creating or updating articles to promote accurate, consistent support across teams.

Candidates must be able to lift computers and related equipment weighing up to 40 pounds.

location: Madison, Wisconsin
job type: Contract
salary: $22.49 - 23.55 per hour
work hours: 8am to 5pm
education: High School
responsibilities:

• Serving as the first point of contact for customers seeking technical assistance over the phone, via email and or through our ticketing system. This includes walk-ins.
• Documentation of all customer interactions within our ticketing system
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Manage tickets assigned in a timely manner.
• Determine the best solution based on the issue and details provided by the customer.
• Develop/modifying Knowledge Base documentation.
• PC and Mobile deployments, installation of software and assist customers with new devices.
• Image computers and complete post-image configuration
• Record events and problems and through resolution logs.

qualifications:

Top Skills & Experience:

- A minimum of three years of experience providing support in a help desk environment.

- Hands-on experience supporting Windows 11, Microsoft 365, and Apple mobile devices.

- Familiarity with endpoint security practices.

- Excellent customer service, communication, and troubleshooting skills, with an emphasis on the customer experience.

Nice to Have:

- Jira Service Management.

- Microsoft Teams, Microsoft Intune, and Microsoft Endpoint Configuration Manager.

- Scripting and automation techniques.

- Experience reviewing, maintaining, and contributing to knowledge base articles.

skills:

iOS,knowledge of computer systems,Microsoft Intune,Microsoft solutions,Microsoft 365 suite,application suite,Detail oriented,Customer-oriented,collaboration,administration,business objectives,business requirements,Client Engineering,maintain confidentiality,diagnose,help desk,Microsoft Teams,mobile devices,Ability to work with minimal supervision,TOURISM

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.