Help Desk Technician III (Hybrid)

Madison, OH - USA

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Help Desk Technician -III (Hybrid)

Location: Madison WI

Duration: 03 Months with possible extension

Job Description:

This position works as a member of the IT Service Desk team under the general supervision of the IT Madison 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 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 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 maturity and reliability to independently provide user support accurately and consistently. Customers include all 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 all rules 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 suggestions that would reduce risks to workers.

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 department.
- A.13 Work with outside vendors as needed.
30% B. Multidivisional hardware and software technical support for 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:

Personal computer operating systems including Microsoft Windows 11.
Personal computer software applications including Microsoft Office (Excel Outlook Teams Word and PowerPoint) Adobe Acrobat etc.
Ability to clearly communicate technical concepts to various stakeholders including those from a non-technical background.
Exceptional oral and written communication skills.
Ability to recognize analyze and effectively solve problems in a timely and organized manner.
Ability to multi-task in a fast-paced environment.
Skill and ability to provide positive and efficient customer service experience.
Strong organizational skills.
Strong understanding of problem-solving methods and practices.
Experience developing appropriate documentation for customers and service desk staff.
Understanding of ITIL Service Desk Incident Management methods and practices.
Experience identifying trends for Major Incident identification
Understanding of Knowledge Management principles and their benefits within a Service Desk team.
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:

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

Job Title: Help Desk Technician -III (Hybrid) Location: Madison WI Duration: 03 Months with possible extension Job Description: This position works as a member of the IT Service Desk team under the general supervision of the IT Madison Support Supervisor. The IT Service Desk is the central point...