Help Desk -III (Remote)
Help Desk -III (Remote)
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Job Description
Job Title: Help Desk -III (Remote)
Location: Madison WI
Duration: 12 Months
Job Description:
Working under the close supervision of the Help Desk Supervisor; the client Management performs Level One troubleshooting and support for the client provided hardware and software solutions.
The IS Technical Services Professional shall comply with the Departments rules and the client policies and procedures including those related to the client using evidence-based strategies practices and programs which target an offenders individual criminogenic needs and risk level.
Goals and Worker Activities:
A. Provide technical assistance to all customers seeking assistance for hardware software application printing Network and Operating System issues.
- 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.
- 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.
- Conduct an assessment of the incident based on the customers 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.
- Provide prompt customer support and response to all requests. Methods of request include incoming telephone calls e-mail Web submitted incidents and voice messages. Perform diagnostics and troubleshooting for supported the client hardware.
- Monitor requests for software installations and fulfill those requests in a timely manner.
- Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.
B. Perform Project Work
- Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes.
- Create organize review and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents.
- Participate in quality and process improvement projects and initiatives.
- Completion of Other Duties and special assignments as assigned.
C. Performance of other job-related activities and special assignments.
- Attend requested meetings seminars or training.
- Perform other duties as assigned.
- Identify training needs and request approval to attend.
Job Knowledge Skills & Abilities:
- Ability to work with diverse customers in a calm respectful manner to address potentially difficulty situations.
- Ability to manage and work on multiple priorities or projects.
- Ability to document standard operating procedural documentation as it pertains for support procedures and properly assigning unresolved incidents.
- Ability to effectively multitask and prioritize workload.
- Effective oral and written communication skills.
- Ability to work in a team oriented collaborative work environment.
- Understanding of the use of Help Desk incident management and asset management systems
- Knowledge of State and Agency customer base and associated hardware and software applications.
- Ability to perform diagnostics on hardware of software.
- Knowledge of general analytical and troubleshooting procedures.
- Knowledge of industry-standard computer application software such as the MS-Office suite.
- Knowledge of IBM compatible computer hardware.
- Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.
Top Skills & Years of Experience:
- Excellent customer service skills
- Two years of support experience with Windows 10 and Microsoft Office 2019.
- Two years of 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.
Employment Type
Full-time
