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 to work as a member of the IT Service Desk team and is the central point of contact for all IT related incidents and service requests. They are 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. This position will also perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems.

Tasks:

• 60% - Provide professional and exceptional first line support for all customers utilizing the Department of Transportation IT services
• 30% - Multidivisional hardware and software technical support for multi-Divisional customers.
• 10% - Create/Maintain Documentation and knowledgebase.

Knowledge, Skills and Abilities Required:

• Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background.
• Exceptional oral & written communication and customer service skills
• Skill and ability to provide a positive and efficient customer service experience.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
• Ability to multi-task in a fast-paced environment.
• Strong organizational skills.
• Strong understanding of problem-solving methods and practices.
• Understanding of Knowledge Management principles and their benefits within a Service Desk team.

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

Location: Madison, WI (Hybrid)

Contract: 1 year

Skills Required:

• 2-5+ years - Service Desk & IT/Desktop Support
• 2-5+ years - Troubleshoot hardware issues, OS and software issues
• Personal computer operating systems including Microsoft Windows 11.
• Personal computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc.
• 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
• 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.

Skills Desired A plus to have:

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

*** 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