Overview
We are seeking an experienced IT Help Desk III Technician to join our team under the supervision of the Client Engineering Desktop Supervisor. This role provides advanced technical support, acts as an escalation point for Help Desk II staff, and plays a key part in improving service delivery through documentation, process optimization, and collaboration with other IT teams.

Key Responsibilities

• Serve as a Tier 2 escalation point for complex or unresolved incidents, providing advanced troubleshooting for Windows, Microsoft 365, Teams, Intune, and device management issues.
• Act as a subject matter expert (SME) in one or more areas such as Intune, Windows deployment, or scripting/automation.
• Collaborate with system administrators, network engineers, and security teams on cross-functional technical issues.
• Develop and maintain documentation, including SOPs, knowledge base articles, and technical workflows from a Help Desk perspective.
• Identify and address recurring issues through automation, process improvements, or training initiatives.
• Mentor and coach Help Desk II technicians, offering guidance and feedback for professional development.
• Evaluate and recommend tools, scripts, and technologies to enhance Help Desk efficiency.
• Support onboarding/offboarding processes, leveraging automation and scripting where applicable.
• Assist with workstation and mobile device imaging, deployment, and configuration as needed.

Qualifications

• 3–6 years of experience in a Help Desk or IT support role with progressive responsibility.
• Advanced expertise with Microsoft 365 suite (Teams, Exchange Online, SharePoint, OneDrive).
• Hands-on experience with Microsoft Intune (compliance policies, app deployment, device management).
• Strong troubleshooting and problem-resolution skills with proven ability to resolve escalated tickets.
• Familiarity with scripting (PowerShell preferred) to automate support tasks.
• Solid knowledge of Windows 11, iOS, and endpoint security best practices.
• Strong analytical skills with a focus on documentation and process improvement.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work independently, prioritize multiple tasks, and perform effectively in a fast-paced environment.
• Flexibility to work on-site in downtown Madison or designated satellite locations as required.

Required Skills

• Help Desk / IT Support
• Microsoft 365 (Teams, Exchange, SharePoint, OneDrive)
• Troubleshooting & Problem Solving
• Strong Analytical & Documentation Skills

Desired Skills

• PowerShell Scripting
• iOS Support
• Automation & Process Optimization

Job Type: Contract
Pay: $20.00 - $26.00 per hour

Benefits:

• Dental insurance
• Health insurance

Work Location: In perso

• Serve as a Tier 2 escalation point for complex or unresolved incidents, providing advanced troubleshooting for Windows, Microsoft 365, Teams, Intune, and device management issues.
• Act as a subject matter expert (SME) in one or more areas such as Intune, Windows deployment, or scripting/automation.
• Collaborate with system administrators, network engineers, and security teams on cross-functional technical issues.
• Develop and maintain documentation, including SOPs, knowledge base articles, and technical workflows from a Help Desk perspective.
• Identify and address recurring issues through automation, process improvements, or training initiatives.
• Mentor and coach Help Desk II technicians, offering guidance and feedback for professional development.
• Evaluate and recommend tools, scripts, and technologies to enhance Help Desk efficiency.
• Support onboarding/offboarding processes, leveraging automation and scripting where applicable.
• Assist with workstation and mobile device imaging, deployment, and configuration as needed