Overview
On Site
$24 - $26 hourly
Contract - W2
Contract - Temp
Skills
IT service management
Remote Support
Customer service
Process improvement
Management
SAP BASIS
Documentation
Training
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking a Desktop Support in Madison, WI.
Responsibilities:
* Provide technical desktop support and customer services
* Monitor and resolve incidents reported in the IT service management system (currently Cherwell); Ensure that customers are contacted, and a resolution takes place within the acceptable time frame
* Monitor incidents, tasks and service requests and respond as appropriate
* Ensure that services are delivered to customers by the stated completion date of the request; Negotiate any dates with the customer that can't be completed in the original timeline
* Work with other team members on reassignments if necessary
* Keep management informed of any developing or expanding issues
* Resolve customer's technical issues, respond to questions, and provide general assistance with desktop product use
* Escalate non-standard issues to the appropriate technical assistance team, as required
* Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket; Include supporting documentation (screen shots, logs), as appropriate; Resolve tasks, incidents, and service requests in a timely manner
* Document common incident resolutions, tips, and process improvements in shared resource area
* Escalate non-routine customer questions and concerns to management for consideration
* Set up computers and provide initial PC training for new staff
REQUIREMENTS:
* To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
* Relevant education and/or training will be considered a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Kforce has a client that is seeking a Desktop Support in Madison, WI.
Responsibilities:
* Provide technical desktop support and customer services
* Monitor and resolve incidents reported in the IT service management system (currently Cherwell); Ensure that customers are contacted, and a resolution takes place within the acceptable time frame
* Monitor incidents, tasks and service requests and respond as appropriate
* Ensure that services are delivered to customers by the stated completion date of the request; Negotiate any dates with the customer that can't be completed in the original timeline
* Work with other team members on reassignments if necessary
* Keep management informed of any developing or expanding issues
* Resolve customer's technical issues, respond to questions, and provide general assistance with desktop product use
* Escalate non-standard issues to the appropriate technical assistance team, as required
* Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket; Include supporting documentation (screen shots, logs), as appropriate; Resolve tasks, incidents, and service requests in a timely manner
* Document common incident resolutions, tips, and process improvements in shared resource area
* Escalate non-routine customer questions and concerns to management for consideration
* Set up computers and provide initial PC training for new staff
REQUIREMENTS:
* To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
* Relevant education and/or training will be considered a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.