Help Desk -II (Hybrid)
Help Desk -II (Hybrid)
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Job Description
Job Title: Help Desk -II (Hybrid)
Location: Madison WI
Duration: 12 Months
Project Details:
The service to be performed includes providing Identity and Account Management (IAM) services for Client staff and public users of client applications performing 1st and 2nd Tier computer support for internal client staff and managing and deploying computers for client staff. The public-facing applications include various programs for the client The proposed service includes verifying the identity of the caller resetting their password and or unlocking their account instructing the caller to use self-service account recovery in the future forwarding the call to another call center if needed for further assistance and documenting the details of the call. The 1st and 2nd Tier computer support includes IT troubleshooting (hardware software and network) problem documentation customer assistance and problem escalation. The services and quality provided will be monitored by the ITSC supervisor utilizing real-time data generated by the call manager and ticketing software as well as quality assurance recordings
Hardware/Software Environment:
The support services include:
- Supporting and managing computer devices (laptops and desktops)
- Handling and fulfilling software service requests from customers
- Leveraging security tools and Identity and Account Management Tools for managing public user accounts
- Service Request Management Web-based telephony system device management and encryption.
The software includes but is not limited to:
- Windows 10/11
- Microsoft Office 365
- Adobe products
- Ricoh print software
- Active Directory
- VPN and multi-factor authentication tools
Top Must Have Skills
- Experience working with digital tools systems or platforms with a demonstrated ability to quickly learn new technologies
- Experience in customer service or client-facing role with proven success in resolving issues and building positive relationships
- Experience working in team-based environments actively contributing to shared goals and engaging in open communication with colleagues
General Competencies
- Excellent oral and written communication skills
- Analytical/problem solving skills
Information Technology - Software
- MS Office Products
Information Technology Commonly Used Software
- Excel (MS)
- Word (MS)
- Outlook (MS)
Nice to Have Skills
- Experience providing IT support in a professional setting
- Experience working with Microsoft Office Suite
- Experience providing Identity management administration
- Experience working with a web-based ACD system
- Experience verifying confidential account credentials
- Experience working with conference room technology
Administrative/Technical Writing
- Experience with Technical Writing and Documentation
Information Technology Security
- Experience with HYENA
Employment Type
Full-time
