Job Description:
***Crop to Crop resumes are accepted
Location Requirement: Remote or Onsite: Candidates must be CURRENT WI residents. No relocation allowed. Required to be onsite 2 days a week under current telecommute policy.
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 Department of Transportation IT 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 items. In 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.
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 a 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.
Required Skills:
- 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
Desired Skills:
- Familiarity with ITSM/ticketing systems e.g. Cherwell
- Experience writing technical and user documentation
- Image and deploy PCs (2-5 years' experience)
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