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

JOB REQUIREMENTS: 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 Experience with one or more of the following is particularly helpful: * 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. If you would like to complete our voluntary self-identification form, please click here or copy and paste the To view the full job description please use the link below. https://www.aplitrak.com/?adid=YmJnZW5lcmljLjk4MzI0Ljg3NzBAYmVhY29uaGlsbGNvbXAuYXBsaXRyYWsuY29t ***** APPLICATION INSTRUCTIONS: Apply Online: https://www.aplitrak.com/?adid=YmJnZW5lcmljLjk4MzI0Ljg3NzBAYmV Y29uaGlsbGNvbXAuYXBsaXRyYWsuY29t