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The State of Wisconsin is looking for a Help Desk I

Working remotely requires the individual to have a smart cell telephone, Windows 10 computer with a current security/anti-virus program, headset, and a location with no distractions. No equipment will be provided by DET. There is no requirement to work remotely and if the individual would prefer to work in the office all COVID protocols are followed and in place; masks and adequate social distancing can be followed by staff in the office.

This position will provide 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 support field.

An ideal candidate would have previous IT Help Desk experience. Candidate should have approximately 6mo - 1 year of experience in an IT customer service field or in a customer support related area. Has knowledge of commonly used IT concepts, practices, and procedures. The IT Help Desk I position 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 may be asked to shift work hours or work overtime to provide adequate coverage if necessary.

Shift Hours:

Monday - Friday 08:00am to 4:30pm with 30 min unpaid lunch.

Top Skills & Years of Experience:

Customer Service
Basic IT Troubleshooting
6 Months Call center experience

Nice to have skills:

Previous call center experience

Interview Process:

Remote Interviews through TEAMS - 1 round

Duration:

Through 06/30/2024, possibility of extension

Onsite or Remote?

Local candidates or willing to relocate at the candidate's expense. Due to current pandemic the majority of work will be done remotely but may be required to occasionally work in the office in Madison WI to provide adequate in-office coverage (rotate into office very 6-9 weeks - depending on staffing levels).

Access to FTI (Federal Tax Information)?

Security Required:

Yes

Qualifications

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