Description
POSITION: Help Desk Support
LOCATION: Madison, WI
JOB DESCRIPTION:
- This request is for a Service Desk support staff to provide issue tracking and IT troubleshooting for DCF personnel and partners via direct interaction utilizing call centre type services (phone, email, voicemail, web portal, etc.).
- This position requires a broad range of generalized knowledge and an understanding of the interrelations of a multitude of technology systems in order to effectively triage and diagnose issues. Technical reading/writing skills are necessary for effectively referencing and contributing to the knowledge base. This position's primary responsibility is customer contact.
- Of the highest importance is a desire to be a member of a highly skilled and collaborative team. Ability to communicate effectively with customers and teammates alike, both verbally and by typing information into tickets, chat and emails is key.
- This position receives phone calls through a call distribution system and therefore a constant awareness of team dynamics and scheduling are required in order to maintain phone coverage.
- Duties will include initial troubleshooting of issues and requests reported to IT through a variety of communication channels - phone, email, voicemail, portal submissions, and walk ups - with the majority being by phone. Desired is a high degree of helpfulness and technical aptitude.
- Very qualified candidates will have call center experience where a formal ticketing system was in place and heavily used.
- Experience with virtualized environments, specifically VMware VDI desktops, is a plus. Previous support experience for Windows 7 and Office 2010 are strongly desired.
- The incumbent shall of 1-2 years of experience in a call center environment and at least one year of verifiable desktop support experience.
- Experience in an IT support call center environment with a strong emphasis on Closed on First Contact issue resolution is preferred.
- The incumbent shall also be familiar with a variety of concepts, practices and procedures relating to IT phone support.
- This Service Desk person relies on flexibility, adaptability and sound judgment in a challenging and ever changing environment.
- A willingness to learn and grow in an ever changing and evolving environment will be necessary for success.
- The candidate selected will be responsible for customer interaction with the goal of resolving on first contact and in cases where that is not possible seeking assistance or escalating to appropriate resources to best serve the customer and the agency.
With Regards
Robhin
Technical Recruiter