Help Desk Analyst - $34 CTC - REMOTE (CURRENT WI resident)

Job Description:

***Crop to Crop resumes are accepted

Location Requirement: Remote or On-site? Candidate MUST be a CURRENT WI resident. No relocation allowed. Currently 100% Remote, subject to change at any time. Required to go to Central Office at any time. Required to be Wisconsin resident.

Working under general supervision of the Help Desk Supervisor; Bureau of Technology
Management (BTM) and the BTM Help Desk IS Tech Services Seniors, the IS Tech Services Professional performs level one troubleshooting and support for all BTM supported hardware and software solutions.

The IS Tech Services Professional shall comply with the department’s administrative rules and the agency’s policies and procedures, including those related to the department’s overall reentry philosophy of using evidence-based strategies, practices and programs which target an offender’s individual criminogenic needs and risk level.

Job Knowledge, Skills & Abilities

1. Ability to effectively communicate with a diverse customer base in a calm, respectful
   manner.
2. Ability to effectively multi-task and correctly prioritize daily work.
3. Ability to effectively troubleshoot, thoroughly document, resolve and/or properly triage all incoming customer issues and requests.
4. Strong oral and written communication skills.
5. Ability to succeed in a team-oriented and highly collaborative work environment.
6. Familiarity / experience with ITSM (incident and asset management platforms).
7. Ability to quickly learn a wide variety of state and/or agency-specific hardware and software applications.
8. Strong technical support skills relating to troubleshooting and resolving issues with
   supported hardware and software.
9. Familiarity / experience with industry-standard computer software (Windows 11, Microsoft 365 / Office, common 3rd party software, etc.).
10. Familiarity / experience with industry-standard computer hardware (desktops, laptops, monitors, peripherals, printers, etc.)

Required Skills:

• Excellent customer service skills, 
• Two years support experience with Windows 10, as well as experience with Windows 11, Microsoft Office 2019. 
• Two years experience with Network and Printer troubleshooting. 
• Must be proficient in typing skills and be able to multi-task. 

Desired Skills:

• Prior Help Desk experience in a call center environment. 
• Previous experience using Incident and Knowledge base systems. 
• Desirable to have 2 years support experience with iOS devices.