Help Desk Analyst

American Technology Consulting

Madison, WI

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JOB DETAILS

SKILLS

Analysis Skills, Asset Management, Audiovisual, Call Centers, Communication Skills, Computer Hardware, Computer Software, Computer Workstations, Consulting, Customer Support/Service, Documentation, Documentation Standards, Establish Priorities, Hardware Administration, Help Desk, IBM Product Family, IT Service Management (ITSM), Identify Issues, Incident Management, Industry Standards, Information Technology & Information Systems, Microsoft Office, Microsoft Product Family, Microsoft Windows Operating System, Multitasking, Needs Assessment, Network Administration/Management, On Call, Operating Systems, Philosophy, Presentation/Verbal Skills, Printers, Printing, Procedure Development, Process Improvement, Recycling, Software Administration, Software Installation, Standard Operating Procedures (SOP), System Operations, Team Player, Technical Leadership, Technical Operations, Technical Support, Time Management, Typing, Willing to Travel, Writing Skills, iOS

LOCATION

Madison, WI

POSTED

30+ days ago

REQUIRED SKILLS: (Need Majority; 2+ Years) · Excellent customer service skills; ability to work with diverse customers calmly and respectfully (including potentially difficult situations). · 2 years support experience with Windows 10 and Microsoft Office 2019. · 2 years experience with network and printer troubleshooting. · Proficient typing and strong multitasking skills; ability to prioritize workload and manage multiple priorities/projects. · Strong oral and written communication skills. · Ability to document standard operating procedures and properly assign/escalate unresolved incidents. · Understanding and practical use of Help Desk incident management and asset management systems. · General analytical and troubleshooting knowledge; ability to perform diagnostics on hardware and software. · Knowledge of industry-standard computer application software (e.g., MS Office suite) and IBM-compatible computer hardware. · Demonstrated technical competence in a customer support environment, knowledge of information systems technology and operations. · Team-oriented, collaborative work style. NICE TO HAVE SKILLS: * Prior Help Desk experience in a call center environment. * Experience using incident management and knowledge base systems. * 2 years support experience with iOS devices (desirable). INTERVIEW PROCESS: * Virtual interview via Microsoft Teams (audio and video on). * 45 minutes, one round. DESCRIPTION OF ROLE: Working under the close supervision of the Help Desk Supervisor within the Bureau of Technology Management (BTM), this role provides Level One troubleshooting and support for department-provided hardware and software solutions, supporting a large statewide customer base. Primary duties (approx. 80%) · Provide technical assistance to customers seeking help with hardware, software, applications, printing, network, and operating system issues. · Respond promptly and professionally to customer requests; record/verify customer information and document detailed troubleshooting information in the Incident Management System. · Provide timely updates to customers with established incidents; update assigned incidents as changes occur. · Assess incidents based on customer description; determine priority; resolve on first contact when possible; escalate to the appropriate assignment group when needed, following established escalation procedures. · Support intake channels including phone, email, web-submitted incidents, and voicemail. · Perform diagnostics and troubleshooting for supported hardware; monitor software installation requests and fulfill in a timely manner. · Consult with Help Desk Team Leads and Supervisor as needed. Project work (approx. 15%) · Perform general maintenance on recycled administrative workstations to ensure assets are functional prior to reassignment for EdNet purposes. · Create, organize, review, and update Help Desk knowledgebase documentation used to resolve and accurately dispatch customer incidents. · Participate in quality and process improvement projects and initiatives. · Complete other duties and special assignments as assigned. Other duties (approx. 5%) · Attend requested meetings, seminars, or training. · Identify training needs and request approval to attend. · Perform other job-related activities and duties as assigned. OTHER NOTABLES: · 1 position; 40 hours/week; day shift. · Help Desk team size: ~10–11 staff providing Level 1 support to ~10,000 employees across ~160 locations. · No on-call or weekend support. · Help Desk hours are Monday–Friday, 6:00 AM – 5:00 PM; assigned shift for this role is 8:30 AM – 5:00 PM. While assigned, the worker may be expected to work any shift during business hours if needed (as early as 6:00 AM – 2:30 PM). · Travel required: No. · Security required: Yes. · Access to FTI: Yes. · Role must comply with applicable administrative rules and agency policies/procedures (including those related to the organization’s reentry philosophy using evidence-based strategies and practices).

About the Company

American Technology Consulting

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