Help Desk Support Technician

MUST be a CURRENT Wisconsin resident and within an hour drive to Madison, WI. No relocation allowed. Currently 100% Remote, subject to change at any time.

Provides Level 1 support to employees from 160 locations and nearly 10,000 employees. No on-call or weekend support. Position will work 8:30 - 5:00 Monday - Friday, but must be willing to start as early as 6:00 AM as needed.

• Provide technical assistance to all DOC customers related to 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.
• Reply to customers with open incidents in a timely manner following established standard operating procedures and/or directives. Update assigned incidents with all changes as they occur.
• Identify the incident priority level and escalate to the appropriate BTM team (when unable to resolve the incident on first contact). Follow established escalation procedures.
• Provide prompt customer support and response for all requests. Methods of request include incoming phone calls, voicemails, self-service ticket submissions, and occasionally email/IM.
• Perform diagnostics and troubleshooting for supported DOC hardware, software, networking, and otherwise.
• 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.

Required Qualifications:

1. Excellent customer service skills,

2. Two years support experience with Windows 10, as well as experience with Windows 11, Microsoft Office 2019, Microsoft 365 / Office, common 3rd party software, etc.

3. Two years experience with Network and Printer troubleshooting.

4. Must be proficient in typing skills and be able to multi-task.

Preferred Qualifications:

1. Two years experience in a call center environment.

2. Previous experience using Incident and Knowledge base systems.

3. Desirable to have 2 years support experience with iOS devices.

Other

Skills:

1. Ability to effectively troubleshoot, thoroughly document, resolve and/or properly triage all incoming customer issues and requests.

2. Strong oral and written communication skills.

3. Ability to succeed in a team-oriented and highly collaborative work environment.

4. Familiarity / experience with ITSM (incident and asset management platforms).

5. Ability to quickly learn a wide variety of specific hardware and software applications.

6. Strong technical support skills relating to troubleshooting and resolving issues with supported hardware and software.

7. Familiarity / experience with industry-standard computer hardware (desktops, laptops, monitors, peripherals, printers, etc.).

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.