Help Desk -III (RSU20ST RM 4166)

Position: Help Desk -III (RSU20ST RM 4166)

The State of Wisconsin is looking for Help Desk III.
Candidate MUST be a CURRENT WI resident. No relocation allowed. Currently 100% Remote, subject to change at any time. Required to go to Central Office at any time. Required to be Wisconsin resident.

Position Summary:

• Working under general supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM) and the BTM Help Desk IS Tech Services Seniors, the IS Tech Services Professional performs level one troubleshooting and support for all BTM supported hardware and software solutions.
• The IS Tech Services Professional shall comply with the department’s administrative rules and the agency’s policies and procedures, including those related to the department’s overall reentry philosophy of using evidence-based strategies, practices and programs which target an offender’s individual criminogenic needs and risk level.

Top Skills & Years of Experience:

• Excellent customer service skills,
• Two years support experience with Windows 10, as well as experience with Windows 11, Microsoft Office 2019.
• Two years of experience with Network and Printer troubleshooting.
• Must be proficient in typing skills and be able to multi-task.

Nice to have skills:

• Prior Help Desk experience in a call center environment.
• Previous experience using Incident and Knowledge base systems.
• Desirable to have 2 years support experience with iOS devices.

Interview Process: • Virtual Interviews (audio and video) via Teams. Interview duration 45 minutes.

Remote or On-site?

• Candidate MUST be a CURRENT WI resident. No relocation allowed. Currently 100% Remote, subject to change at any time. Required to go to Central Office at any time. Required to be Wisconsin resident.

Additional Details:

• Help Desk Team is 10-11 staff. Provides Level 1 support to Corrections employees from 160 locations, ~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.

Goals and Worker Activities
A. Provide technical assistance to all DOC customers related to BTM-supported hardware, software, networking, access, changes, and otherwise.
A1. 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.
A2. 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.
A3. 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.
A4. 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.
A5. Perform diagnostics and troubleshooting for supported DOC hardware, software, networking, and otherwise.
A6. Monitor requests for software installation and fulfill these requests in a timely manner.
A7. Consult with IS Tech Services Seniors and/or Help Desk Supervisor as necessary for guidance and support.

B. Indirect support-related duties
B1. Assist as necessary with all changes and projects which are impactful to the customer base (testing, discussion, participation in communication and documentation, etc.).
B2. Review (for accuracy) and suggest updates to Help Desk wiki or knowledge base articles used to resolve and/or accurately triage customer incidents.
B3. Participate in quality and process improvement initiatives.

C. Other job-related activities and special assignments.
C1. Attend required meetings and complete required training.
C2. Identify individual training needs and work with Help Desk Supervisor to address these needs.
C3. Perform other duties as assigned.

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