IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide.

Our client is looking for an Information Systems Technical Services Analyst that 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.

Tasks:

·        50%           Provide professional multidivisional hardware and software support for all client’s customers.

·        30%           Multidivisional hardware and software technical support for client’s customers.

·        10%           Create, maintain and update documentation and technical information within the unit knowledgebase.

·        10%           Perform routine maintenance of IT Asset management systems.

Knowledge, Skills and Abilities Required:

·        Personal computer operating systems including Microsoft Windows 11 & Mobile operating systems including iOS.

·        Personal computer software applications including Microsoft Office (Access, Excel, Outlook, Word, and PowerPoint), Adobe Acrobat, etc.

·        Significant ability to articulate and communicate technical concepts both orally and in writing to various stakeholders, including those from a non-technical background.

·        Ability to recognize, analyze, and effectively solve problems in a timely and organized manner in fast passed environment.

·        Ability to perform work independently as well as a contributing member of a team.

·        Experience developing appropriate documentation for customers and service desk staff.

·        Understanding of ITIL Service Desk Incident Management methods and practices.

·        Experience identifying trends for Major Incident identification

·        Understanding of Knowledge Management principles and their benefits within a Service Desk team.

·        Demonstrated commitment to valuing diversity and contributing to an inclusive workplace

·        Proven ability to collaborate with a wide range of individuals with varying backgrounds to work together for a common purpose to achieve business goals

Location: Waukesha, WI  (Must be current WI resident. NO relocation allowed. Position is onsite for first 4-6 weeks, then may be able to work a hybrid schedule.)

Contract: 1+ years

Skills Required:

·        2-3+ years - Experience providing remote support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.

·        2+ years - Experience providing support for Microsoft Office 365 and TEAMS.

·        2+ years - Experience working with ITSM Tools such as Cherwell or Service Now for incident management and inventory.

Skills Desired – A plus to have:

·        Mentoring and/or training counterparts/team members.

·        Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards.

*** Rate depends on experience

*** s or Permanent Residents that can do W2. We cannot accept OPT or CPT visas at this time.

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