Help Desk III

  • Madison, WI
  • Posted 22 hours ago | Updated 22 hours ago

Overview

Hybrid
$25 - $28
Accepts corp to corp applications
Contract - Independent
Contract - W2
Contract - 12 Month(s)

Skills

Help Desk
Customer Service
Service Desk

Job Details

Job ID: 145054

Department: Department of Transportation (DOT-DBM)

Location: Madison, WI

Duration: 12+ Months Contract (with option to renew)

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

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:

  • Flexibility to help service desk during peak hours
  • Image and deploy PCs (2-5 years' experience)

TIME % GOALS AND WORKER ACTIVITIES:

60%

  1. Provide professional and exceptional first line support for all customers utilizing the Department of Transportation 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%

  1. Multidivisional hardware and software technical support for WISDOT multi-Divisional customers.

B.1 Configure, install, and upgrade computer hardware and software.

B.2 Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc )

B.3 Perform equipment moves and surplus outdated and no longer used equipment.

10%

  1. Create/Maintain Documentation and knowledgebase.

C.1 Assist with the development and maintenance of communication templates and procedures.

C.2 Assist with the development and maintenance of the service desk system and knowledgebase.

C.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.
  • 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.