Help Desk II (Hybrid)

Madison, OH - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Help Desk -II (Hybrid)

Location: Madison WI

Duration: 12 Months

Overview:

The service to be performed includes providing Identity and Account Management (IAM) services for the Client applications performing 1st and 2nd Tier computer support for internal staff and managing and deploying computers for the 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:

1) supporting and managing computer devices (laptops and desktops)

2) handling and fulfilling software service requests from customers

3) Leveraging security tools and Identity and Account Management Tools for managing public user accounts

4) 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 Required Skills & Years of Experience:

At least 1 year of experience working with digital tools systems or platforms with a demonstrated ability to quickly learn new technologies
At least 6 months of experience in customer service or client-facing role with proven success in resolving issues and building positive relationships
At least 6 months of experience working in team-based environments actively contributing to shared goals and engaging in open communication with colleagues

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

Job Title: Help Desk -II (Hybrid) Location: Madison WI Duration: 12 Months Overview: The service to be performed includes providing Identity and Account Management (IAM) services for the Client applications performing 1st and 2nd Tier computer support for internal staff and managing and deploying...