Help Desk

IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide.

Our client is looking for a Help Desk Professional. Working under the close supervision of the Help Desk Supervisor. Performs Level One troubleshooting and support for all client provided hardware and software solutions.

Tasks

80% - 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 customer s 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 for all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages.
• Perform diagnostics and trouble shooting for supported 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.

15% -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.

5% - 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.

Knowledge, Skills and Abilities Required:

• Excellent customer service skills
• Must be proficient in typing skills and be able to multi-task.
• 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.
• 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.

NOTE: Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. This position is 100% remote within the state of Wisconsin, subject to change at any time. May require to go to Central Office at any time.

This position will be assigned the 8:30 - 5:00 Shift. While this position will have an assigned shift, they will be expected to work any shift during business hours SHOULD THE NEED ARISE. This might mean as early as 6:00 AM 2:30.

Location: Madison, WI (Remote from within the State)

Contract: 1 year

Skills Required:

• 2 years - Help Desk experience in a call center environment
• 2 years - Support experience with Windows 10, and Microsoft Office 2019
• 2 years - Experience with Network and Printer troubleshooting.
• Demonstrated technical competence in a customer support environment and knowledge of information systems technology and operations.

Skills Desired A plus to have:

• Experience using Incident and Knowledge base systems
• Support experience with iOS devices.

*** Rate depends on experience

*** Candidates authorized to work in the US are encouraged to apply. We can accept H1b, , TN, and other valid work visas for IT. However, we cannot accept OPT or CPT visas at this time.

*** Companies submitting candidates should only submit direct W2 employees for this position.

Please submit your resume by using the "URL" below