If you are interested in this position:
Download the skills matrix using the button below and fill it out.
Email us and attach the completed skills form and your most recent resume to us at:
jobs@iodatasphere.com Please include '10457WI Skills Form' and your name in the subject line.
NOTE: Candidate MUST be a CURRENT WI resident. No relocation allowed. Currently 100% Remote within the State of WI. Subject to change at any time. Must be able to go to Central Office at any time. Position will work 8:30 - 5:00 Monday - Friday, but must be willing to start as early as 6:00 AM as needed. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.
Description:
Our client is looking for an Information Systems Technical Services Professional to perform level one troubleshooting and support for all supported hardware and software solutions.
The IS Tech 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. Help Desk Team is 10-11 staff.
Tasks:
Provide technical assistance to all DOC customers related to BTM-supported hardware, software, networking, access, changes, and otherwise.
Promptly, courteously, and professionally respond to incoming customer requests for service. Log customer and situational information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.
Monitor requests for software installation and fulfill these requests in a timely manner.
Assist as necessary with all changes and projects which are impactful to the customer base (testing, discussion, participation in communication and documentation, etc.).
Review (for accuracy) and suggest updates to Help Desk wiki or knowledge base articles used to resolve and/or accurately triage customer incidents.
Participate in quality and process improvement initiatives.
Attend required meetings and complete required training.
Identify individual training needs and work with Help Desk Supervisor to address these needs.
Perform other duties as assigned.
Knowledge, Skills and Abilities Required:
Excellent customer service skills.
Ability to effectively communicate with a diverse customer base in a calm, respectful manner.
Ability to effectively multi-task and correctly prioritize daily work.
Ability to effectively troubleshoot, thoroughly document, resolve and/or properly triage all incoming customer issues and requests.
Strong oral and written communication skills.
Ability to succeed in a team-oriented and highly collaborative work environment.
Familiarity / experience with ITSM (incident and asset management platforms).
Ability to quickly learn a wide variety of state and/or agency-specific hardware and software applications.
Strong technical support skills relating to troubleshooting and resolving issues with supported hardware and software.
Familiarity / experience with industry-standard computer software (Windows 11, Microsoft 365 / Office, common 3rd party software, etc.).
Must be proficient in typing skills and be able to multi-task..
Skills Required
2+ years of experience in the following:
Support experience with Windows 10, as well as experience with Windows 11, Microsoft Office 2019.
Experience with Network and Printer troubleshooting.
Skills Desired
Prior Help Desk experience in a call center environment.
Previous experience using Incident and Knowledge base systems.
Support experience with iOS devices.
Familiarity / experience with ITSM (incident and asset management platforms).
