Help Desk Consultant: 6-12+ Months 100% Remote within WI Project: Out-of-State Candidate MUST relocate to WI: $ 30/hr C2C/1099: $ 28/hr W2

Overview

Hybrid
$28 - $30
Contract - W2
Contract - Independent
Contract - 6 Month(s)
No Travel Required

Skills

AS PER ALL REQUIRED SKILLS DOCUMENTED UNDER JOB DESCRIPTION.

Job Details

100% Remote within WI. Either local candidate or must relocate to WI. Help Desk Team is 10-11 staff. Provides Level 1 support to Corrections employees from 160 locations, ~10,000 employees. No On Call or Weekend Support.
Our Help Desk hours are Monday Friday 6:00 AM 5:00 PM CST.
This position will be assigned the 8:30 - 5:00 CST Shift
While this position will have an assigned shift, they will be expected to work any shift during business hours SHOULD THE NEED ARISE. This might mean as early as 6:00 AM 2:30 CST.

Position Summary

Working under the close supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM), performs Level One troubleshooting and support for all BTM provided hardware and software solutions.

The IS Technical Services Professional shall comply with the Department s administrative rules and the agency s policies and procedures including those related to the Department s overall Reentry philosophy of using evidence-based strategies, practices and programs which target an offender s individual criminogenic needs and risk level.

% Time Goals and Worker Activities

80% A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.

A1. Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.

A2. Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.

A3. Conduct an assessment of the incident based on the customer s description; identify the priority and escalate the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.

A4. Provide prompt customer support and response for all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages.

A5. Perform diagnostics and trouble shooting for supported DOC hardware.

A6. Monitor requests for software installations and fulfill those requests in a timely manner.

A7. Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.