Help Desk – II

Job Title:Help Desk – II

Location: Madison, WI (100% Remote within Wisconsin)

The Help Desk – II professional will provide Level 1 technical support services for the Wisconsin Department of Corrections (DOC), Bureau of Technology Management (BTM). Working under the close supervision of the Help Desk Supervisor, this role supports DOC staff by troubleshooting hardware, software, network, printer, and operating system issues while delivering excellent customer service in alignment with DOC policies and procedures.

Key Responsibilities:

Customer Support & Incident Management (80%)

·         Provide technical assistance to DOC customers seeking support for hardware, software, applications, printing, network, and operating system issues.

·         Respond promptly, courteously, and professionally to incoming service requests via phone, email, web submissions, and voicemail.

·         Accurately document customer information and detailed troubleshooting steps in the Incident Management System following established guidelines.

·         Assess incidents based on customer input, determine priority, and resolve issues at first contact when possible.

·         Escalate incidents to appropriate support groups when necessary, following defined escalation procedures.

·         Update and manage assigned incidents, ensuring timely communication and resolution in accordance with standard operating procedures.

·         Perform diagnostics and troubleshooting for DOC-supported hardware and software.

·         Monitor and fulfill software installation requests in a timely manner.

·         Collaborate with Help Desk Team Leads and Supervisors for guidance and issue resolution as needed.

Required Skills & Experience:

·         Excellent customer service and communication skills

·         Minimum 2 years of experience supporting Windows 10 and Microsoft Office 2019

·         Minimum 2 years of experience troubleshooting network and printer issues

·         Strong typing skills with the ability to multitask effectively

Preferred / Nice-to-Have Skills:

·         Prior Help Desk experience in a call center environment

·         Experience using Incident Management and Knowledge Base systems

·         2 years of experience supporting iOS devices

Interview Process:

·         One-round virtual interview via Microsoft Teams (audio and video required)

·         Interview duration: approximately 45 minutes

Work Arrangement & Additional Details:

·         Candidate must be a Wisconsin resident or willing to relocate to WI prior to start (at their own expense)

·         Position is currently 100% remote within the state of Wisconsin; subject to change

·         Candidate may be required to report to the DOC Central Office as needed

·         Help Desk team consists of 10–11 staff supporting approximately 10,000 DOC employees across 160 locations

·         No on-call or weekend support required

·         Help Desk hours: Monday – Friday, 6:00 AM – 5:00 PM

·         Assigned shift: 8:30 AM – 5:00 PM

·         Flexibility required to work any shift within business hours if needed (as early as 6:00 AM – 2:30 PM)