Help Desk

Help Desk

  Not Disclosed

  Madison, WI

  10.0 Months

  Not Disclosed

  Not Disclosed

  Government - State

Job Description

Required to be onsite 2 days a week under current telecommute policy.

Description:

POSITION SUMMARY:

This position works as a member of the IT Service Desk team, under the general supervision of the IT client Support Supervisor. The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support for all customers utilizing the client IT services. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. In addition to providing phone support to customers, this position will also perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems. This position will assist in the development and maintenance of the support knowledgebase, training and documentation. This position maintains a strong customer focus, attention to detail, prioritization, and effective communication.

A Service Desk support person must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies. They must possess the maturity and reliability to independently provide user support accurately and consistently. Customers include all client staff throughout the state, Bureau of Information Technology (BITS) peers, as well as select government and private sector contacts. Interactions can occur between personnel in the client and throughout the Bureau, other technical support personnel, extranet business partners, vendors, Division of Enterprise Technology (DET) personnel and the occasional citizen, etc. Most work is performed in a call center application environment; work is assigned to the individual through an automatic call distribution and the technician documents all work performed within a designated tracking system.

This Position also requires the following of all rules and regulations regarding safety and maintaining the high safety and health standards developed and approved by the client. This includes but is not limited to; reporting incidents/accidents/ near misses that resulted or could have resulted in personal injury, maintaining safe working conditions and wearing appropriate personal protective equipment in designated areas, and offering safety and health suggest that would reduce risks to workers.


TIME % GOALS AND WORKER ACTIVITIES:

60% A. Provide professional and exceptional first line support for all customers utilizing the client IT services.

A.1 Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
A.2 Diagnose and resolve technical hardware and software issues.
A.3 Resolve incidents with workstations, printers, copiers and scanners.
A.4 Provide training and education to customers.
A.5 Research solutions using available information found in the knowledgebase and the IT service desk system.
A.6 Follow standard service desk procedures.
A.7 Accurately record, update and document requests using the IT service desk system.
A.8 Maintain accurate inventory of all hardware and software resources.
A.9 Identify and effectively prioritize situations requiring urgent attention.
A.10 Track and route problems and requests and document resolutions.
A.11 Stay current with system information, changes and updates.
A.12 Maintain excellent communication with all end users and other members of the client.
A.13 Work with outside vendors as needed.

30% B. Multidivisional hardware and software technical support for the client multi-Divisional customers.

C.1 Configure, install, and upgrade computer hardware and software.
C.2 Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc…)
C.3 Perform equipment moves and surplus outdated and no longer used equipment.

10% C. Create/Maintain Documentation and knowledgebase.

B.1 Assist with the development and maintenance of communication templates and procedures.
B.2 Assist with the development and maintenance of the service desk system and knowledgebase.
B.3 Assist with the development and maintenance of standard operating and escalation procedures.


KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

The employee must have comprehensive knowledge of the systems and applications identified below:

1. Personal computer operating systems including Microsoft Windows 11.
2. Personal computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc.
3. Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background.
4. Exceptional oral and written communication skills.
5. Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
6. Ability to multi-task in a fast-paced environment.
7. Skill and ability to provide a positive and efficient customer service experience.
8. Strong organizational skills.
9. Strong understanding of problem-solving methods and practices.
10. Experience developing appropriate documentation for customers and service desk staff.
11. Understanding of ITIL Service Desk Incident Management methods and practices.
12. Experience identifying trends for Major Incident identification
13. Understanding of Knowledge Management principles and their benefits within a Service Desk team.
14. Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and other related business software.

Top Required Skills & Years of Experience:
Service Desk & IT/Desktop Support (2-5+ years of relevant experience)
Troubleshoot hardware issues, OS and software issues (2-5+ years of relevant experience)
Strong communication and customer service skills

Nice to Have Skills:
Flexibility to help service desk during peak hours
Image and deploy PCs (2-5 years' experience)


Notes:

Required to be onsite 2 days a week under current telecommute policy.
7:00 AM - 3:30 PM