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Wisconsin Department of Public Instructions (DPI) (DPI)
Hybrid schedule, primarily on site, candidate can request up to 3 days remote per week.
Our client is looking for a Help Desk Professional to work within the Technology Services team providing technical support to staff as part of the internal Help Desk team. The position provides customer service and troubleshooting for computer support issues prior to involving System Engineers and assists in ensuring established technical and procedural processes are followed.Work to support and secure end-user technologies, including system management tools and software services. Additionally, this position follows agency policies, procedures, and guidelines, for monitoring, managing, securing, systems in a complex server and network environment.
Customer service and support delivered by this position takes place in a complex, professional technical environment. Customers include all DPI employees, throughout WI. The work environment requires team communication, cooperation, collaboration and participation in planning.
65% -Customer service focused technical support, problem diagnosis, troubleshooting, resolution, security and maintenance of end-user devices, and other related technologies and systems, in an enterprise networked environment.
15% - Help Desk customer service and ticket management.
10% - Documentation of technical solutions, processes, and user support information.
5% - Professional development.
5% - Accomplishment of special assignments and projects.
Experience with Active Directory
Experience with Ticketing System
Knowledge and skills with customer service best practices
Knowledge and skills in end-user device troubleshooting techniques in a networked enterprise environment
Knowledge of standards based technical support incident processes.
Ability to consult with staff, technical peers, and management throughout the agency on varying technical issues and IT projects
Knowledge and skills using and organizing an IT ticket management system.
Knowledge and skills using enterprise device and software configuration management platforms.
Knowledge of enterprise level directory structures to support users, devices, software and technical policies.
Knowledge and skills with supporting Windows operating systems in an enterprise environment.
Product familiarity with Microsoft 365 enterprise systems.
Product familiarity with Microsoft Endpoint Configuration Manager.
Experience with enterprise level security procedures and tools including virus and malware protection and Windows security platforms.
Basic knowledge of network support for applications and protocols including TCP/IP, LDAP/LDAPS, HTTP/HTTPS, DNS/DHCP, etc