Job Description

Hi
Hope you are doing well
I am Kartik from Kanak It Services please revert me on if you are interested with the below role.

Role: Desktop Support Engineer

Location: Madison WI (Locals only)

Duration: 12 Months Contract

MOI: Video

Job Description:

We are seeking a skilled and customer-focused End User Support Level 2 Technician to provide advanced technical support to users within the organization. This role involves resolving escalated issues from Level 1 support troubleshooting hardware and software problems supporting IT systems and ensuring seamless technology operations for end users.

Key Responsibilities:

• Respond to and resolve second-level support tickets and escalated issues from the help desk.
• Troubleshoot hardware software and peripheral issues for desktops laptops mobile devices and other end-user devices.
• Provide support for Windows macOS Microsoft 365 and other enterprise applications.
• Configure install and maintain end-user devices and software applications.
• Assist in user onboarding/offboarding including account setup access permissions and workstation preparation.
• Maintain documentation for technical procedures solutions and user guides.
• Work with Level 3 support or vendors for complex issues that require further escalation.
• Ensure timely communication and resolution of issues in line with service level agreements (SLAs).
• Provide remote and on-site support as needed.
• Educate users on best practices basic troubleshooting and IT policies.

Required Qualifications:

• Associate s or Bachelor s degree in Information Technology Computer Science or related field (or equivalent experience).
• 3 5 years of experience in IT support or help desk role with at least 1 year at L2 level.
• Strong knowledge of Windows and macOS environments.
• Experience with Active Directory Microsoft 365 and remote desktop tools.
• Familiarity with ITIL practices and ticketing systems (e.g. ServiceNow Cherwell).
• Excellent problem-solving and customer service skills.
• Ability to prioritize and multitask in a fast-paced environment.

Preferred Qualifications:

• IT certifications such as CompTIA A Network Microsoft Certified: Modern Desktop Administrator or similar.
• Experience supporting virtual environments (e.g. Citrix VMware).
• Familiarity with mobile device management (MDM) platforms.

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