Jr. Help Desk

Title - Jr. Help Desk

Location - Madison , WI

Job Description:

Provides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and resolving IT technical issues that are reported by State of
Wisconsin employees, citizens, customers, and monitoring systems. Responds to telephone calls, email, and personnel requests for technical support. Provides support to both state agency employees and citizens in the
access and use of State of Wisconsin applications. Documents, tracks, and monitors problems experienced with those applications to ensure a timely resolution and ability to spot trends. Utilizes commonly used IT support
concepts, practices, and procedures with a Level 1 IT support capacity. Applies knowledge of commonly used concepts, practices, and procedures within a Level 1 IT support field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising extensive independent judgment.
This contracting position will work within the Enterprise Service Desk team to perform the following responsibilities:
1. Provides support to end users on a variety of issues.
2. Identifies, researches, and resolves technical problems.
3. Responds to telephone calls, email, and personnel requests for technical support.
4. Documents, tracks, and monitors the problem to ensure a timely resolution.
5. Has knowledge of commonly used concepts, practices, and procedures within a particular field.
6. Relies on instructions and pre-established guidelines to perform the functions of the job.

Top Skills & Years of Experience:

• Customer Service
• Basic IT Troubleshooting
• Call center experience

Nice to have skills: 

• Previous IT call center experience