IT Service Desk Support Technician

Overview

job summary:
This position works as a member of the IT Service Desk team, under the general supervision of the IT Madison Support Supervisor. The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

location:
Madison, Wisconsin

job type:
Contract

salary: $21.66 – 25.75 per hour

work hours: 8am to 5pm

education:
Bachelors

• Provide professional and exceptional first line support for all customers.
• Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
• D iagnose and resolve technical hardware and software issues .
• Resolve incidents with workstations, printers, copiers and scanners.
• Provide training and education to customers.
• Research solutions using available information found in the knowledgebase and the IT service desk system.
• Follow standard service desk procedures.
• Accurately record, update and document requests using the IT service desk system.
• Maintain accurate inventory of all hardware and software resources.
• Identify and effectively prioritize situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Maintain excellent communication with all end users and other members of the organization.
• Work with outside vendors as needed.
• Multidivisional hardware and software technical support
• C onfigure, install, and upgrade computer hardware and software.
• Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.)
• Perform equipment moves and surplus outdated and no longer used equipment .
• Create/Maintain Documentation and knowledgebase.
• Assist with the development and maintenance of communication templates and procedures.
• Assist with the development and maintenance of the service desk system and knowledgebase.
• Assist with the development and maintenance of standard operating and escalation procedures.

• Experience with computer operating systems including Microsoft Windows 11.
• Experience with computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc.
• Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
• Skill and ability to provide a positive and efficient customer service experience.
• Experience developing appropriate documentation for customers and service desk staff.
• Understanding of ITIL Service Desk Incident Management methods and practices.
• Experience identifying trends for Major Incident identification
• Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and other related business software.

Equal Opportunity

Employer:

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate’s education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.