Service Desk Support Technician

job summary:

Candidates who are already local to Madison are strongly preferred. Required to be onsite 2 days a week under current telecommute policy.

This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. In addition to providing phone support to customers, this position will also perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems.

This position works as a member of the IT Service Desk team, under the general supervision of the IT Madison Support Supervisor. The IT Service Desk is the central point of contact for all IT related incidents and service requests.

location: Madison, Wisconsin

job type: Contract

salary: $20.13 - 24.22 per hour

work hours: 8am to 5pm

education: High School



responsibilities:

• The role of the Service Desk Support Technician is to provide first line support for all customers utilizing the Department of Transportation IT services.
• The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.
• This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items.
• In addition to providing phone support to customers, this position will also perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems. This position will assist in the development and maintenance of the support knowledgebase, training and documentation.
• This position maintains a strong customer focus, attention to detail, prioritization, and effective communication.

qualifications:

Top Required Skills & Years of Experience:

- Service Desk & IT/Desktop Support (2+ years of relevant experience)

- Troubleshoot hardware issues, OS and software issues (2+ years of relevant experience)

- Strong communication and customer service skills

Nice to Have Skills:

- Familiarity with ITSM/ticketing systems e.g. Cherwell

- Experience writing technical and user documentation

- Image and deploy PCs (2+ years' experience)

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.