W2 Help Desk III (Service Desk & ITDesktop Support, Troubleshoot, Customer service) HybridLocal

Madison, OH - USA

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

Description:

The client is looking for a Help Desk III.

Will close to submissions on 2/6/2026 at 4:00PM CST.

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:

- Familiarity with ITSM/ticketing systems e.g. Cherwell
- Experience writing technical and user documentation
- Image and deploy PCs (2-5 years experience)

Interview Process: via Microsoft Teams

Duration of Contract: through 6/30/2026 with possible extension

Remote or Onsite: Candidates must be CURRENT WI residents. No relocation allowed. Required to be onsite 2 days a week under current telecommute policy.

Project details: 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 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 DOT 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 Department 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 allrules and regulations regarding safety and maintaining the high safety and health standards developed and approved by the Department. 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 Department of Transportation IT services.

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

10% C. Create/Maintain Documentation and knowledgebase.

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.

Pay rate: $/hr on W2.

Description: The client is looking for a Help Desk III. Will close to submissions on 2/6/2026 at 4:00PM CST. 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 rel...