Help Desk -III (Remote)
Madison, WI
Contracted
Experienced
Job Title: Help Desk -III (Remote)
Location: Madison, WI
Duration: 12 Months
Job Description:
Working under the close supervision of the Help Desk Supervisor; the client Management, performs Level One troubleshooting and support for the client provided hardware and software solutions.
The IS Technical Services – Professional shall comply with the Department’s rules and the client policies and procedures including those related to the client using evidence-based strategies, practices and programs which target an offender’s individual criminogenic needs and risk level.
Goals and Worker Activities:
A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.
B. Perform Project Work
C. Performance of other job-related activities and special assignments.
Job Knowledge, Skills & Abilities:
Top Skills & Years of Experience:
Nice to have skills:
Location: Madison, WI
Duration: 12 Months
Job Description:
Working under the close supervision of the Help Desk Supervisor; the client Management, performs Level One troubleshooting and support for the client provided hardware and software solutions.
The IS Technical Services – Professional shall comply with the Department’s rules and the client policies and procedures including those related to the client using evidence-based strategies, practices and programs which target an offender’s individual criminogenic needs and risk level.
Goals and Worker Activities:
A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.
- Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.
- Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.
- Conduct an assessment of the incident based on the customer’s description; identify the priority and escalate the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.
- Provide prompt customer support and response to all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages. Perform diagnostics and troubleshooting for supported the client hardware.
- Monitor requests for software installations and fulfill those requests in a timely manner.
- Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.
B. Perform Project Work
- Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes.
- Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents.
- Participate in quality and process improvement projects and initiatives.
- Completion of Other Duties and special assignments as assigned.
C. Performance of other job-related activities and special assignments.
- Attend requested meetings, seminars, or training.
- Perform other duties as assigned.
- Identify training needs and request approval to attend.
Job Knowledge, Skills & Abilities:
- Ability to work with diverse customers in a calm, respectful manner to address potentially difficulty situations.
- Ability to manage and work on multiple priorities or projects.
- Ability to document standard operating procedural documentation as it pertains for support procedures and properly assigning unresolved incidents.
- Ability to effectively multitask and prioritize workload.
- Effective oral and written communication skills.
- Ability to work in a team oriented collaborative work environment.
- Understanding of the use of Help Desk incident management and asset management systems
- Knowledge of State and Agency customer base and associated hardware and software applications.
- Ability to perform diagnostics on hardware of software.
- Knowledge of general analytical and troubleshooting procedures.
- Knowledge of industry-standard computer application software, such as the MS-Office suite.
- Knowledge of IBM compatible computer hardware.
- Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.
Top Skills & Years of Experience:
- Excellent customer service skills,
- Two years of support experience with Windows 10, and Microsoft Office 2019.
- Two years of experience with Network and Printer troubleshooting.
- Must be proficient is typing skills and be able to multi-task.
Nice to have skills:
- Prior Help Desk experience in a call center environment.
- Previous experience using Incident and Knowledge base systems.
- Desirable to have 2 years support experience with iOS devices.
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