Help Desk

JOB REQUIREMENTS: Our client is looking for a Help Desk to work as amember of the IT Service Desk team and is the central point of contactfor all IT related incidents and service requests. They are responsiblefor logging incidents and service requests and resolving supportrequests ensuring that service levels and targets are achieved as wellas meeting customer satisfaction and continuous service deliverydemands. This position assists customers to resolve technical supportissues of various levels of complexity, related to computer hardware,software, associated peripheral equipment, and user password relateditems. This position will also perform installation, maintenance andproblem resolution of desktop platforms, software, and operatingsystems. Tasks: 60% - Provide professional and exceptional first linesupport for all customers utilizing the Department of Transportation ITservices 30% - Multidivisional hardware and software technical supportfor multi-Divisional customers. 10% - Create/Maintain Documentation andknowledgebase. Knowledge, Skills and Abilities Required: Ability toclearly communicate technical concepts to various stakeholders,including those from a non-technical background. Exceptional oral &written communication and customer service skills Skill and ability toprovide a positive and efficient customer service experience. Ability torecognize, analyze, and effectively solve problems in a timely andorganized manner. Ability to multi-task in a fast-paced environment.Strong organizational skills. Strong understanding of problem-solvingmethods and practices. Understanding of Knowledge Management principlesand their benefits within a Service Desk team. NOTE: Candidates must beCURRENT WI residents. No relocation allowed. Required to be onsite 2days a week under current telecommute policy. Location: Madison, WI(Hybrid) Contract: 1 year OTHER EXPERIENCE ANDQUALIFICATIONS: Skills Required: 2-5+ years - Service Desk & IT/DesktopSupport 2-5+ years - Troubleshoot hardware issues, OS and softwareissues Personal computer operating systems including Microsoft Windows11. Personal computer software applications including Microsoft Office(Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc.Experience developing appropriate documentation for customers andservice desk staff. Understanding of ITIL Service Desk IncidentManagement methods and practices. Experience identifying trends forMajor Incident identification Ability to participate in larger technicalprojects such as the customization and integration of new or modifiedhelp desk telephonic systems, incident/problem/change management systemsand other related business software. Skills Desired A plus to have:Familiarity with ITSM/ticketing systems e.g. Cherwell Experience writingtechnical and user documentation 2-5+ years - Image and deploy PCs APPLICATION INSTRUCTIONS: E-Mail a Rsum: Other: Please submit your resume with

Created: 2026-02-06