Help Desk Manager Jobs in Madison, WI (NOW HIRING)

MARS Solutions Group is looking for an experienced Help Desk-III 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.
Interview Process: via Microsoft Teams

Note: Candidates must be CURRENT WI residents. No relocation allowed. Required to be onsite 2 days a week under current telecommute policy.

Top Required Skills & Years of Experience:

• Service Desk & IT/Desktop Support (2-5+ years of relevant experience)
• Troubleshoot hardware issues, OS and software issues (2-5+ years of relevant experience)
• Strong communication and customer service skills

Nice to Have Skills:

• Familiarity with ITSM/ticketing systems e.g. Cherwell
• Experience writing technical and user documentation
• Image and deploy PCs (2-5 years' experience

TIME % GOALS AND WORKER ACTIVITIES:

60% A. Provide professional and exceptional first line support for all customers utilizing the client IT services.

• Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues.
• Resolve incidents with workstations, printers, copiers and scanners.
• Provide training and education to customers.
• Research solutions using available information found in the knowledgebase and the IT service desk system.
• Follow standard service desk procedures.
• Accurately record, update and document requests using the IT service desk system.
• Maintain accurate inventory of all hardware and software resources.
• Identify and effectively prioritize situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Stay current with system information, changes and updates.
• Maintain excellent communication with all end users and other members of the department.
• Work with outside vendors as needed.

30% B. Multidivisional hardware and software technical support for WISDOT multi-Divisional customers.

• Configure, install, and upgrade computer hardware and software.
• Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc…)
• Perform equipment moves and surplus outdated and no longer used equipment.

10% C. Create/Maintain Documentation and knowledgebase.

• Assist with the development and maintenance of communication templates and procedures.
• Assist with the development and maintenance of the service desk system and knowledgebase.
• Assist with the development and maintenance of standard operating and escalation procedures.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• The employee must have comprehensive knowledge of the systems and applications identified below:
• Personal computer operating systems including Microsoft Windows 11.
• Personal computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc.
• Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background.
• Exceptional oral and written communication skills.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
• Ability to multi-task in a fast-paced environment.
• Skill and ability to provide a positive and efficient customer service experience.
• Strong organizational skills.
• Strong understanding of problem-solving methods and practices.
• Experience developing appropriate documentation for customers and service desk staff.
• Understanding of ITIL Service Desk Incident Management methods and practices.
• Experience identifying trends for Major Incident identification
• Understanding of Knowledge Management principles and their benefits within a Service Desk team.
• Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and
• other related business software.