ONSITE 2ND SHIFT POSITION 4-12midnight Help Desk 1

Sundial Software Corporation; Madison, Northern (WI, KY); Hybrid; USD 38,000 - 46,000; Full time

Job summary

State of Wisconsin DOA is seeking two Help Desk I specialists for 2nd shift, onsite with hybrid after training. The role provides password and network access assistance and first-line IT support to State employees and citizens.

Requirements include at least 6 months in customer service or basic IT troubleshooting and call center experience; relocation to WI or residency required. Training is 3–5 weeks onsite, then a hybrid schedule alternating weeks onsite and remote.

Qualifications

• 6 months of prior experience in customer service, basic IT troubleshooting, or call center roles.

Responsibilities

• Provides end-user support on a variety of IT issues including password and network access assistance.
• Identifies, researches, and resolves technical problems for state employees and citizens.
• Responds to telephone, email, and personnel requests for technical support.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Uses standard IT support concepts and procedures for Level 1 support.
• Follows pre-established guidelines to perform job functions.

Skills

Customer service

Basic IT troubleshooting

Call center experience

Job description

The State of Wisconsin DOA is looking for two (2) Help Desk I's

ONSITE

Shift hours; Monday - Friday 4:00pm to 12:30am with 30 min unpaid lunch. 2ND SHIFT POSITION.

Top Skills & Years of Experience: Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experience

Nice to have skills: Previous IT call center experience

Interview Process: Remote Interviews through TEAMS - 1 round

Onsite or remote: Must be WI resident or willing to relocate to WI at the candidate's expense PRIOR to start date. HYBRID role. Roughly 3–5-week training period likely onsite with a hybrid schedule after that. Hybrid schedule will be alternating between onsite one week and remote the next.

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 State of Wisconsin 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.

This contracting position will work within the Enterprise Service Desk team to perform the following responsibilities:

1. Provides support to end users on a variety of issues.
2. Identifies, researches, and resolves technical problems.
3. Responds to telephone calls, email, and personnel requests for technical support.
4. Documents, tracks, and monitors the problem to ensure a timely resolution.
5. Has knowledge of commonly used concepts, practices, and procedures within a particular field.
6. Relies on instructions and pre-established guidelines to perform the functions of the job.

Qualified candidates will have at least 6 months of prior experience with the following:

• Customer service
• Basic IT Troubleshooting
• Call center experience preferably in an IT setting

This is a 24x7x365 support center which is open all Holidays and to ensure adequate coverage an occasional shift in work hours may be necessary.