Job Description

Support Engineer

Madison, WI (Onsite)

Contract

Job Description:

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.

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