Help Desk II/ Desktop Support (Wisconsin Locals Only)

Overview

Hybrid
$20 - $25
Contract - W2
Contract - 24 Month(s)

Skills

Knowledge Base
Help Desk
IBM
IOS Development
IT Management
Incident Management
Asset Management
Call Center
Microsoft Office
Microsoft Windows
Multitasking
Communication
Operating Systems
Process Improvement
Software Installation
Computer Hardware
Typing
Customer Service
Management
Microsoft
Network
Technical Support
Training

Job Details

Job Title: Help Desk II
Location: Madison, WI (100% Remote Must reside in Wisconsin or relocate before start)
Type: Long-Term Contract (Through 06/30/2026, extensions possible)

Top Required Skills

  • Excellent customer service skills

  • 2+ years supporting Windows 10 and Microsoft Office 2019

  • 2+ years troubleshooting network and printer issues

  • Strong typing skills; ability to multitask effectively

Nice-to-Have Skills

  • Prior Help Desk experience in a call center environment

  • Experience using Incident and Knowledge Base systems

  • 2+ years supporting iOS devices

Interview Process

  • One round, Virtual (Microsoft Teams audio & video on)

  • Duration: ~45 minutes

Work Environment

  • Position is 100% remote within Wisconsin, but may be required to report to Central Office at any time

  • Standard Help Desk hours: Mon Fri, 6:00 AM 5:00 PM

  • Assigned shift: 8:30 AM 5:00 PM

  • Must be willing to work any shift during business hours if needed (as early as 6:00 AM 2:30 PM)

  • No on-call or weekend support

  • Team size: ~10 11 staff

  • Supports ~10,000 employees across 160 locations

Project Overview

This position provides Level 1 technical support for the Wisconsin Department of Corrections within the Bureau of Technology Management (BTM). You will assist end users with hardware, software, network, operating system, printer, and application issues.

Key Responsibilities

80% Technical Support

  • Respond to incoming requests via phone, email, web tickets, and voicemail

  • Document issues and troubleshooting steps in the Incident Management System

  • Perform basic diagnostics and troubleshooting on DOC hardware and software

  • Escalate incidents following standard procedures when needed

  • Process software installation requests

  • Collaborate with Team Leads and Supervisor for guidance

15% Project Work

  • Perform maintenance on recycled workstations

  • Create and update Help Desk knowledge base articles

  • Participate in quality and process improvement initiatives

  • Support special assignments as directed

5% Additional Duties

  • Attend meetings, seminars, and training

  • Identify training needs

  • Perform other assigned duties

Job Knowledge, Skills & Abilities

  • Ability to remain calm and professional with diverse customers

  • Strong multitasking and prioritization skills

  • Excellent communication (written and verbal)

  • Ability to follow SOPs and escalate appropriately

  • Experience with incident and asset management tools

  • Strong hardware/software diagnostic abilities

  • Knowledge of MS Office, IBM-compatible hardware, and common enterprise technologies

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.