MARS Solutions Group is looking for an experienced Help Desk-I located in Madison, WI. Our client is a government agency looking for high-quality talent to make a difference. They are known to respect a traditional work week and often extend contracts for added job security and stability.

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

Interview Process: Remote Interviews through TEAMS - 1 round

Note: Onsite or remote: Must be WI residents or willing to relocate to WI at the candidate's expense prior to start date. This position is 100% ONSITE.

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

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

Job Description:

• 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 citizens, customers, and monitoring systems.
• Responds to telephone calls, emails, 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.