Infrastructure Support - Help Desk I - Madison, WI

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Title: Help Desk I

Duration: 6 Months (Possibility of extension)

Location: Madison, WI - 53703 (Onsite)

2ND SHIFT POSITION

Shift hours; Monday - Friday 4:00pm to 12:30am with 30 min unpaid lunch. .

This is a 24x7x365 support center which is open all Holidays and to ensure adequate coverage an occasional shift in work hours and overtime may be necessary.

• Provides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and resolving IT technical issues that are reported by State of Wisconsin employees, citizens, customers, and monitoring systems.
• Responds to telephone calls, email, and personnel requests for technical support.
• Provides support to both state agency employees and citizens in the access and use of State of Wisconsin applications. Documents, tracks, and monitors problems experienced with those applications to ensure a timely resolution and ability to spot trends.
• Utilizes commonly used IT support concepts, practices, and procedures with a Level 1 IT support capacity. Applies knowledge of commonly used concepts, practices, and procedures within a Level 1 IT support field.
• Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising extensive independent judgment.
  
  

Top Skills & Years of Experience:

Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experience

Nice to have skills:

Previous IT call center experience