Desktop Support Engineer

1 day ago

Madison, Wisconsin, United States Centraprise Full time

Role – Desktop Support engineer

Location – Madison WI – day 1 Onsite.

Contract

Job Summary:

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.

Please Note: Centraprise is an equal opportunity employer. Applicants must be authorized to work in the U.S.

U.S. Citizens and Green Card holders are strongly encouraged to apply.

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