Help Desk I-166441
Computer Consultants International, Inc.
MADISON, WIContractSeen todaySeen in employer's feed today
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Job overview
The Help Desk I provides Level 1 support to State of Wisconsin employees, citizens, and customers. The role addresses IT issues, including password and network access assistance, and supports access to state applications. It works within the Enterprise Service Desk team, follows established instructions and guidelines, and may require occasional changes to work hours and overtime to maintain coverage for the 24x7x365 support center.
Skills & qualifications
Skills
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Full job description
JOB REQUIREMENTS: 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. ***** OTHER EXPERIENCE AND QUALIFICATIONS: MANDATORY REQUIREMENTS: - Customer Service experience (6 months) - Basic IT Troubleshooting experience (6 months) - Call center experience (6 months) - This is a 24x7x365 support center which is open all Holidays and to ensure adequate coverage an occasional shift in work hours and overtime may be necessary NICE TO HAVE: - Previous IT call center experience. ***** APPLICATION INSTRUCTIONS: E-Mail a Rsum: [email protected]
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