W2 - Help Desk I (Customer Service, Basic IT Troubleshooting, Call center) - Onsite

The client is looking for Help Desk I.

Top Skills & Years of Experience: Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experience

Nice to have skills: Previous call center experience

Work Shift: Tues Saturday 12:00am 8:30am with 30 min unpaid lunch.

Interview Process: Remote Interviews through TEAMS - 1 round

Duration: through 6/30/2023, possibility of extension

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.
All of work will be done working in the office on Femrite Drive in Madison WI.

Additional details:
This position will provide 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. Help Desk capabilities with
approximately 6mo - 1 year of experience in the IT customer service field or in a customer support related area. 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 which is open all Holidays and to ensure adequate coverage an occasional shift in work hours and
overtime may be necessary. This position does NOT have on call responsibilities.

Provides support to end users on a variety of IT issues, including but not limited to providing password and network access asistance. Identifying, researching, and resolving IT technical issues that are reported by State of Wisconsin employees, citzens 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 with a particular field.
6. Has knowledge of commonly used concepts, practices, and procedures within a particular field.
7. Relies on instructions and pre-established guidelines to perform the functions of the job.
8. Primary job functions do not typically require exercising independent judgment.