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Help Desk Tier 2

Madison, WI
Job Description
Ideal candidate will have skills and experience in the following areas:
This posting is for one Help Desk IT position. Highly qualified applicants will possess skills in organizational, prioritization, problem solving, and communication skills. Applicants should be able to accept direction and feedback, as well as possessing strong verbal, written, and interpersonal communication skills. Work will be performed in a team environment and the applicant must be able to also work independently when required.  Direct the resolution of system issues, which arise during implementation by deciding on the appropriate actions or by seeking further direction from the Section Chief. Liaison with the IS professional staff and policy analysts and relay instructions to staff by phone and email. The assigned duties require the incumbent to utilize complex computer applications in performing work duties. Answer and appropriately handle incoming customer support requests via phone, e-mail, and voice mail requests. Escalate or transfer problems when appropriate. Document, track and monitor all problem/resolution activity in the tracking data base. Participate in team projects that enhance the quality of the help desk services, and promote technical and career growth. Necessary job requirement include, but are not limited to; Experience in an IT support environment, experience with hardware support, and an understanding of help desk operations.
Ideal Candidate will have skills and experience in the following areas:
• Experience working in a team environment
• Strong verbal and written communications skills
• Demonstrated knowledge and skills in web based programs
• Proficiency with MS Office suite and MS Outlook
• Excellent organizational and time management skills
• Strong attention to detail
• Ability to communicate well with program area recipients

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