Desktop Support Engineer

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.

• 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.

• 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., Service Now, Cherwell).
• Excellent problem‑solving and customer service skills.
• Ability to prioritize and multitask in a fast‑paced environment.

• 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.

• Seniority level:
  Mid‑Senior Level
• Employment type:
  
  Contract
• Job function:
  Information Technology
• Industry: Information Services

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.

Location:

Madison, WI. Salary range: $52,656 – $62,686 per year.