W2 - Help Desk II (Identifies root cause of problem and fixes it) - Onsite/Local

This position is contract to hire with a 6-month renewal period. Client intends to convert this resource and is unable to provide sponsorship.

Client is looking for a Help Desk II

Will close to submissions on 9/19 at 4:00PM CST.

-1-3 years experiences in the following skills
Assists all users (internal and external) with software/hardware/network requests and issues related to County provided systems.
Identifies root cause of problem and fixes it. Accurately maintains required documentation (steps taken, time logged, etc.) in work order system for each issue.
Resolves issues/requests in an efficient and timely manner. Follows up with users as needed to verify issue is resolved. Escalates issues to other IT staff when appropriate.
Monitors, prioritizes, and responds to requests from multiple sources including phone, voicemail, email, and walk-ups.

Strong ability to take ownership of assigned tasks and responsibilities.
Excellent organizational and time management skills. Ability to manage schedule.
Maintains high level of knowledge of all County systems and their related interfaces.

Interview Process: Zoom with camera on

Duration of the Contract: Until 12/31/25 with the possibility of being converted to FTE. Outagamie intends to convert this resource and is unable to provide sponsorship.

Onsite or Remote? Candidates MUST be current WI resident. No relocation allowed. 100% Onsite

- Develop Technical Proficiency
Gain strong working knowledge of County-supported systems, including Windows, Active Directory, Citrix, Microsoft Office, and core networking concepts.
Consistently troubleshoot and resolve hardware, software, and basic networking issues while knowing when to escalate.
Learn and utilize County tools such as the IT work order system, imaging/deployment platforms, and automated update tools.
Adapt quickly to new technologies, standards, and security practices with minimal formal training.

- Align with IT Processes and Standards
Accurately document all work, steps, and resolutions in the ticketing system.
Follow County IT policies and procedures, including security, access, and asset management.
Support hardware/software deployment cycles and maintain accurate inventory records.
Build readiness to contribute confidently in the on-call rotation by the end of the first year.

-Deliver Excellent Customer Service
Establish trust with staff by providing clear communication, timely follow-up, and reliable issue resolution.
Provide user training and contribute to the development of helpful documentation and guides.
Display professionalism, patience, and courtesy under pressure, maintaining a positive user experience.
Collaborate effectively with IT colleagues, progressing from guided learning to independent task ownership.

Full job description attached.

Additional details: This position requires the successful completion of a sheriff's background and fingerprint check after the offer.
Candidates must have a Valid Driver's License. Minimal travel to other county buildings. Mileage will be reimbursed.
Ability to lift, carry, push, pull or otherwise move up to 25 pounds regularly and up to 50 pounds occasionally, understanding and utilizing proper body mechanics.

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