What are the responsibilities and job description for the Help Desk II position at Randstad Digital Americas?
Job Summary
Working under the close supervision of the Help Desk Supervisor; Bureau of Technology
Management (BTM), performs Level One troubleshooting and support for all BTM provided
hardware and software solutions.
The IS Technical 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.
location: Madison, Wisconsin
job type: Contract
salary: $23 - 24 per hour
work hours: 8am to 5pm
education: Bachelors
Responsibilities
80% A. Provide technical assistance to all customers seeking assistance for hardware,
software, application, printing, Network, and Operating System issues.
A1. Respond to incoming customer requests for service promptly,
courteously, and in a professional manner. Record customer information
following established guidelines; verify information and enter detailed
key troubleshooting information into the Incident Management System.
A2. Reply to customers with established incidents in a timely manner
following established standard operating procedures or directives.
Update assigned incidents with all changes as they occur.
A3. Conduct an assessment of the incident based on the customer's
description; identify the priority and escalate the incident to the
appropriate assignment group when unable to resolve the incident on
first contact. Follow established escalation procedures.
A4. Provide prompt customer support and response for all requests.
Methods of request include incoming telephone calls, e-mail, Web
submitted incidents, and voice messages.
A5. Perform diagnostics and trouble shooting for supported DOC hardware.
A6. Monitor requests for software installations and fulfill those requests in a
timely manner.
A7. Consult with Help Desk Team Leads and Supervisor as necessary for
guidance and support.
15% B. Perform Project Work
B1. Perform general maintenance on recycled Admin workstations to ensure
assets are working properly prior to reassignment for EdNet purposes.
B2. Create, organize, review, and update Help Desk knowledgebase documents
used to resolve and accurately dispatch customer incidents.
B3. Participate in quality and process improvement projects and initiatives.
B4. Completion of Other Duties and special assignments as assigned.
5% C. Performance of other job-related activities and special assignments.
C1. Attend requested meetings, seminars, or training.
C2. Perform other duties as assigned.
C3. Identify training needs and request approval to attend.
Qualifications
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 HRsupport@randstadusa.com.
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.
Working under the close supervision of the Help Desk Supervisor; Bureau of Technology
Management (BTM), performs Level One troubleshooting and support for all BTM provided
hardware and software solutions.
The IS Technical 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.
location: Madison, Wisconsin
job type: Contract
salary: $23 - 24 per hour
work hours: 8am to 5pm
education: Bachelors
Responsibilities
80% A. Provide technical assistance to all customers seeking assistance for hardware,
software, application, printing, Network, and Operating System issues.
A1. Respond to incoming customer requests for service promptly,
courteously, and in a professional manner. Record customer information
following established guidelines; verify information and enter detailed
key troubleshooting information into the Incident Management System.
A2. Reply to customers with established incidents in a timely manner
following established standard operating procedures or directives.
Update assigned incidents with all changes as they occur.
A3. Conduct an assessment of the incident based on the customer's
description; identify the priority and escalate the incident to the
appropriate assignment group when unable to resolve the incident on
first contact. Follow established escalation procedures.
A4. Provide prompt customer support and response for all requests.
Methods of request include incoming telephone calls, e-mail, Web
submitted incidents, and voice messages.
A5. Perform diagnostics and trouble shooting for supported DOC hardware.
A6. Monitor requests for software installations and fulfill those requests in a
timely manner.
A7. Consult with Help Desk Team Leads and Supervisor as necessary for
guidance and support.
15% B. Perform Project Work
B1. Perform general maintenance on recycled Admin workstations to ensure
assets are working properly prior to reassignment for EdNet purposes.
B2. Create, organize, review, and update Help Desk knowledgebase documents
used to resolve and accurately dispatch customer incidents.
B3. Participate in quality and process improvement projects and initiatives.
B4. Completion of Other Duties and special assignments as assigned.
5% C. Performance of other job-related activities and special assignments.
C1. Attend requested meetings, seminars, or training.
C2. Perform other duties as assigned.
C3. Identify training needs and request approval to attend.
Qualifications
- Ability to work with diverse customers in a calm, respectful manner to address potentially
- Ability to manage and work on multiple priorities or projects.
- Ability to document standard operating procedural documentation as it pertains for support
- Ability to effectively multitask and prioritize workload.
- Effective oral and written communication skills.
- Ability to work in a team oriented collaborative work environment.
- Understanding of the use of Help Desk incident management and asset management systems.
- Knowledge of State and Agency customer base and associated hardware and software
- Ability to perform diagnostics on hardware of software.
- Knowledge of general analytical and troubleshooting procedures.
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 HRsupport@randstadusa.com.
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.
Salary : $23 - $24