Help Desk III (WI-154869)

JOB REQUIREMENTS: This position works as a member of the IT Service Deskteam, under the general supervision of the IT Madison SupportSupervisor. The IT Service Desk is the central point of contact for allIT related incidents and service requests. The role of the Service DeskSupport Technician is to provide first line support for all customersutilizing the Department of Transportation IT services. The Service DeskSupport Technician is responsible for logging incidents and servicerequests and resolving support requests ensuring that service levels andtargets are achieved as well as meeting customer satisfaction andcontinuous service delivery demands. This position assists customers toresolve technical support issues of various levels of complexity,related to computer hardware, software, associated peripheral equipment,and user password related items. In addition to providing phone supportto customers, this position will also perform installation, maintenanceand problem resolution of desktop platforms, software, and operatingsystems. This position will assist in the development and maintenance ofthe support knowledgebase, training and documentation. This positionmaintains a strong customer focus, attention to detail, prioritization,and effective communication. A Service Desk support person must beknowledgeable in a broad, constantly evolving assortment of IT policies,procedures, and technologies. They must possess the maturity andreliability to independently provide user support accurately andconsistently. Customers include all DOT staff throughout the state,Bureau of Information Technology (BITS) peers, as well as selectgovernment and private sector contacts. Interactions can occur betweenpersonnel in the Department and throughout the Bureau, other technicalsupport personnel, extranet business partners, vendors, Division ofEnterprise Technology (DET) personnel and the occasional citizen, etc.Most work is performed in a call center application environment; work isassigned to the individual through an automatic call distribution andthe technician documents all work performed within a designated trackingsystem. This Position also requires the following of all rules andregulations regarding safety and maintaining the high safety and healthstandards developed and approved by the Department. This includes but isnot limited to; reporting incidents/accidents/ near misses that resultedor could have resulted in personal injury, maintaining safe workingconditions and wearing appropriate personal protective equipment indesignated areas, and offering safety and health suggest that wouldreduce risks to workers. OTHER EXPERIENCE AND QUALIFICATIONS:MANDATORY REQUIREMENTS: Service Desk & IT/Desktop Support (2-5+ years ofrelevant experience) Troubleshoot hardware issues, OS and softwareissues (2-5+ years of relevant experience) Experience developingappropriate documentation for customers and service desk staff.Experience identifying trends for Major Incident identification Abilityto participate in larger technical projects such as the customizationand integration of new or modified help desk telephonic systems,incident/problem/change management systems and other related businesssoftware. Strong communication and customer service skills Strongunderstanding of problem-solving methods and practices. NICE TO HAVESKILLS: Familiarity with ITSM/ticketing systems e.g. Cherwell Image anddeploy PCs (2-5 years' experience) Experience writing technical anduser documentation APPLICATION INSTRUCTIONS: E-Mail a Rsum:

Created: 2026-02-06