Job Description:
***Crop to Crop resumes are accepted
Location Requirement: Onsite or remote: Must be WI resident or willing to relocate to WI at the candidate's expense PRIOR to start date. HYBRID role. Roughly 3–5-week training period likely onsite with a hybrid schedule after that. Hybrid schedule will be alternating between onsite one week and remote the next.
Provides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and
resolving IT technical issues that are reported by State of Wisconsin employees,
citizens, customers, and monitoring systems. Responds to telephone calls, email, and
personnel requests for technical support. Provides support to both state agency
employees and citizens in the access and use of State of Wisconsin applications.
Documents, tracks, and monitors problems experienced with those applications to
ensure a timely resolution and ability to spot trends. Utilizes commonly used IT support
concepts, practices, and procedures with a Level 1 IT support capacity. Applies
knowledge of commonly used concepts, practices, and procedures within a Level 1 IT
support field. Relies on instructions and pre-established guidelines to perform the
functions of the job. Primary job functions do not typically require exercising extensive
independent judgment.
This contracting position will work within the Enterprise Service Desk team to perform
the following responsibilities:
- Provides support to end users on a variety of issues.
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, email, and personnel requests for technical
support. - Documents, tracks, and monitors the problem to ensure a timely
resolution. - Has knowledge of commonly used concepts, practices, and procedures
within a particular field. - Relies on instructions and pre-established guidelines to perform the
functions of the job.
Qualified candidates will have at least 6 months of prior experience with the following:
- Customer service
- Basic IT Troubleshooting
- Call center experience preferably in an IT setting
Required Skills & Years of Experience: Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experience
Nice to have skills: Previous IT call center experience
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