Job Description:
***Crop to Crop resumes are accepted
Location Requirement: Remote or Onsite? Candidates must be CURRENT WI residents. No relocation allowed. This role will be hybrid, working at least 2 days onsite each week.
A Desktop 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 an IT Service Management ticketing system. Individuals are expected to work with a team of peers to triage, troubleshoot, and potentially escalate incoming tickets.
This Position also requires the following of all rules and regulations regarding safety and maintaining the high safety and health standards developed and approved by the Department. This includes but is not limited to; reporting incidents/accidents/ near misses that resulted or could have resulted in personal injury, maintaining safe working conditions and wearing appropriate personal protective equipment in designated areas, and offering safety and health suggest that would reduce risks to workers.
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
- Image and deploy PCs (2-5+ years' experience)
Desired Skills:
- Familiarity with ITSM/ticketing systems e.g. Cherwell
- Experience writing technical and user documentation
- Experience with an ACD/Call Center system
Never miss an opportunity! Create an alert based on the job you applied for.
