Report this Job
This is a Repost.
The State of Wisconsin is looking for one (1) Help Desk II.
HELP DESK II
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 2 IT support field. Participates in the review and updating of pre-established knowledge/instructions used by the ESD service desk staff to resolve known issues with established resolutions provided by the IT application and IT service owners. May function as a communicator of known IT applications and service outages in the event that the Help Desk L3 and Team Lead staff are unavailable, utilizing an established communication process. Primary job function does require some independent judgement when reviewing established knowledge/instructions and communication of known IT outages to the IT customers.
Additional Details:
Working remotely requires the individual to have a telephone (land line preferred but cell phone is OK) and a location with no distractions. A laptop, docking station, keyboard/mouse and (2) 27" monitors will be provided to the selected candidate. Additionally, the candidate may work in the Madison office if they prefer.
This position provides support to end users on a variety of IT issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.
This is a 24x7x365 support center position and to provide adequate coverage an occasional shift in work hours and overtime may be necessary.
This contracting position will work within the Enterprise Service Desk team to perform the following
responsibilities:
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, email, and personnel requests for technical support.
- Documents, tracks, and monitors the problem to ensure a timely resolution.
- Has knowledge of commonly used concepts, practices, and procedures within a particular field.
- Relies on experience and judgment to plan and accomplish goals.
- Performs a variety of complicated tasks.
- A wide degree of creativity and latitude is expected.
Work Shift:
- Monday Friday 8:30 AM 5:00 PM (with 30-minute unpaid lunch).
Top Skills & 1-3 Years of Experience:
- Customer Service
- Basic IT Troubleshooting
- Call Center experience
Nice to have skills:
- Previous IT Support Call center experience
Interview Process:
- Remote Interviews through TEAMS meeting - 1 round
Duration of the Contract:
- Through 06/30/2024, possibility of extension
Onsite or Remote?
- Candidates are required to be a WI resident. Local candidates or candidates willing to relocate at the candidate's expense to a driving distance from Madison.
- Majority of work can be done remotely but will be required to work in the office in Madison WI for 1 week on a rotating basis (roughly every 6-9 weeks - depending on staffing levels).
Access to FTI (Federal Tax Information)?
Security Required:
Yes
| Qualifications | Requested Rating | Your Rating
Check appropriate box and include years of experience for each skill set in this column. |
| SAMPLE Skill Set | 4 (Very Strong) of 5 (Expert) and 5+ Years of experience. | And _8_ Years of experience. |
| 
