Help Desk I

Planet Group; Madison (WI); On-site; USD 22,000 - 26,000; Full time

Job summary

Planet Group in Madison, WI is seeking a Help Desk I to provide user support on IT issues, including password and network access assistance. This is a 7-month contract with a 40-hour week on 2nd shift (Mon-Fri). Pay ranges from $16 to $19 per hour, depending on experience.

The role focuses on assisting State of Wisconsin employees, citizens, and customers with applications, logging incidents, and ensuring timely resolution through established Level 1 IT support procedures.

Qualifications

• Customer service skills demonstrated in a fast-paced environment.
• Basic IT troubleshooting knowledge and problem-solving abilities.
• Experience in a call center or service desk context is beneficial.

Responsibilities

• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors issues to ensure timely resolution and trend identification.
• Provides Level 1 IT support to end users, following established guidelines.

Skills

Customer Service

Basic IT Troubleshooting

Call center experience

Job description

Job Title: Help Desk I

Location: Madison, WI

Contract length: 7 months

Schedule: 40 hrs; 2nd shift, Mon-Fri

Pay: $16/hr to $19/hr, DOE

Position Overview:

Provides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and resolving IT technical issues that are reported by State of Wisconsin employees, citizens, customers, and monitoring systems. Responds to telephone calls, email, and personnel requests for technical support. Provides support to both state agency employees and citizens in the access and use of applications. Documents, tracks, and monitors problems experienced with those applications to ensure a timely resolution and ability to spot trends. Utilizes commonly used IT support concepts, practices, and procedures with a Level 1 IT support capacity. Applies knowledge of commonly used concepts, practices, and procedures within a Level 1 IT support field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising extensive independent judgment.

Top Skills (6 months of exp):

• Customer Service
• Basic IT Troubleshooting
• Call center experience

Nice to Haves:

• Previous IT call center experience