Infrastructure Support Help Desk I

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.

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

Top Skills & Years of Experience:

• Basic IT troubleshooting (6+ months)
• Call center experience (6+ months)
• Customer service experience (6+ months)

Nice to Have:

• Nice to have skills: Previous IT call center experience

Project 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.