Troubleshooting Consultant

COOLSOFT; Madison (WI); Hybrid; USD 30,000 - 39,000; Full time

Job summary

COOLSOFT is seeking a Troubleshooting Consultant for a hybrid role in Wisconsin (Madison). The contract position spans 8 months with possible extension and requires about 6 months IT support and customer service experience.

Onsite or remote work will depend on WI residency and relocation arrangements. You'll provide Level 1 IT support, address password and access issues, respond to calls, emails, and requests, and document problems to ensure timely resolution within the Enterprise Service Desk.

Qualifications

• At least 6 months of experience in customer service.
• Basic IT troubleshooting experience.
• Call center experience, preferably in an IT setting.

Responsibilities

• Provide end-user IT support and issue resolution.
• Identify, research, and resolve technical problems.
• Document, track, and monitor problems to ensure timely resolution.
• Respond to calls, email, and requests for technical support.
• Work within Enterprise Service Desk with standard guidelines.

Skills

Troubleshooting

Call Center Experience

Customer Service Experience

Job description

Troubleshooting Consultant

(Jobs in Madison, WI)

Requirement id 159259

Job title Consultant

Job location in Madison, WI

Skills required Troubleshooting, Call Center Experience, Customer Service Experience,

Open Date 06-Oct-2026

Close Date

Job type Contract

Duration 8 Months

Compensation DOE

Status requirement ---

Job interview type ---

Email Recruiter:coolsoft

Job Description Consultant: Troubleshooting, Call Center Experience, Customer Service Experience,

Start date: 11/09/2026

End Date : 06/30/2027

Submission deadline: 10/13/26 at 4:00PM CST.

Client Info: DOA

Note:

*Interview Process: Remote Interviews through TEAMS - 1 round

*Duration: through 6/30/2027, possibility of extension

*Onsite or remote: Must be WI resident or willing to relocate to WI at the candidates 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.

Description:

Please ensure you attach the WI Cover Sheet (attached), a valid Right to Represent, and the candidates resume with full legal first name, and last name. Withdrawn candidates will not be permitted to be replaced. If you would like to use a sub vendor, only 1 level deep, please submit the sub vendor usage request form.

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

Nice to have skills: Previous IT call center experience

Additional details:

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:

Provides support to end users on a variety of issues.

1. Identifies, researches, and resolves technical problems.

2. Responds to telephone calls, email, and personnel requests for technical support.

3. Documents, tracks, and monitors the problem to ensure a timely resolution.

4. Has knowledge of commonly used concepts, practices, and procedures within a particular field.

5. 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.

Call502-379-4456 Ext 100for more details. Please provide Requirement id: 159259 while calling.

EOE Protected Veterans/Disability