• • Candidates MUST be local to WI. This role is currently 100% remote, but subject to change at any time. The selected contractor may be required to go to Central Office in Madison, WI at any time. Candidate must work CST Business Hours. **

Our direct client has an opening for a Help Desk Analyst position # 115423. This position is for 6-12+ months, with option of extension, and will be worked remotely (Candidate must work CST business hours).

If you are interested, please submit the following:

YOUR CURRENT RESUME

YOUR HOURLY RATE Max rate is $22-26/hr W2

Below is the job description – Resumes due ASAP –

Top Skills & Years of Experience:

• Excellent customer service skills

• At least 2 years of support experience with Windows 10, and Microsoft Office 2019

• At least 2 years' 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

Additional details: Our Help Desk hours are Monday – Friday 6:00 AM – 5:00 PM. While this position will have an assigned shift (7:00 AM - 3:30 PM M-F), they will be expected to work any shift during business hours should the need arise. This might mean 6:00am-2:30pm, or 8:30am-5:00pm. The Help Desk Team is 10-11 staff. Provides Level 1 support to Corrections employees from 160 locations, ~10,000 employees. No On Call or Weekend Support.

Description:

Working under the close supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM), performs Level One troubleshooting and support for all BTM provided hardware and software solutions.

% Time Goals and Worker Activities

80%

A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.

A1. 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.

A2. 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.

A3. 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.

A4. Provide prompt customer support and response for all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages.

A5. Perform diagnostics and trouble shooting for supported DOC hardware.

A6. Monitor requests for software installations and fulfill those requests in a timely manner.

A7. Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.

15%

B. Perform Project Work

B1. Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes.

B2. Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents.

B3. Participate in quality and process improvement projects and initiatives.

B4. Completion of Other Duties and special assignments as assigned.

5%

C. Performance of other job-related activities and special assignments.

C1. Attend requested meetings, seminars, or training.

C2. Perform other duties as assigned.

C3. Identify training needs and request approval to attend.

Job Knowledge, Skills & Abilities

1. Ability to work with diverse customers in a calm, respectful manner to address potentially difficulty situations.

2. Ability to manage and work on multiple priorities or projects.

3. Ability to document standard operating procedural documentation as it pertains for support procedures, and properly assigning unresolved incidents.

4. Ability to effectively multitask and prioritize workload.

5. Effective oral and written communication skills.

6. Ability to work in a team oriented collaborative work environment.

7. Understanding of the use of Help Desk incident management and asset management systems.

8. Knowledge of State and Agency customer base and associated hardware and software applications.

9. Ability to perform diagnostics on hardware of software.

10. Knowledge of general analytical and troubleshooting procedures.

11. Knowledge of industry-standard computer application software, such as the MS-Office suite.

12. Knowledge of IBM compatible computer hardware.

13. Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.

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