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W2 - Help Desk III (Troubleshooting & research, Customer Service, Active Directory) - Onsite

Tanson Corp
Madison, WI
Expired: over a month ago Applications are no longer accepted.
  • $25 to $28 Hourly
  • Full-Time
Job Description
The State of Wisconsin is looking for a Help Desk III.

Top Skills & Years of Experience: 3+ years of experience in the following:
Troubleshooting & research into a wide range of computing issues
Active Directory for User & Computer Mangement
Exceptional Customer Service and Communication
Nice to have skills:
Powershell expertise
M365 Teams/Email/Sharepoint expertise
Time Management and Prioritization
Interview Process: Teams interview, 1 round likely
Duration: 6/30/24 with extensions possible
Remote or On-site? Hybrid work schedule offered. WI residency required.
The Help Desk Ill role participates and assists in managing an IT Support operation that troubleshoots Microsoft M365, Desktop and IT issues. Has excellent technical knowledge, able to communicate effectively and understands the problem and can provide solutions. They are customer-oriented and patient to deal with difficult situations. They collaborate with Help Desk staff and other IT specialists to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.

Help Desk Ill provides leadership to more junior Help Desk staff and contractors including UW Work Study Students and will contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
  • Serve as a first point of contact for customers over the phone or tickets assigned to ensure courteous, timely, and effective resolution of end user issues.
  • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Monitor and test fixes to ensure problems have been adequately resolved.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
  • Provide guidance, training, and share expertise with other Help Desk
  • Staff. Assist Junior Help Desk staff with issues and providing solutions. Identify, recommend, develop, and implement help desk training programs to increase self-sufficiency and effectiveness of new and existing team members and students
  • Escalates unresolved issues to Team Leads for assistance.
  • Identifies areas of improvement on policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
  • Ensures maximum issue resolutions in minimum time.
  • Evaluates new information systems products or services and suggests changes to existing products or services to better aid the end user.
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
  • Participate in the development, implementation, and administration of help desk staff training procedures and policies.
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Familiar with a variety of the field's concepts, practices, and procedures.
  • Relies on extensive experience and judgment to plan and accomplish goals.
  • Works independently, performs a variety of tasks.
  • A wide degree of creativity and latitude is expected.
  • Requires at least 3 years of experience in the field.
Knowledge, Skills & Abilities
Demonstrated progressive experience in lead role for a technical support team.
Proven track record of providing superb end-user support and Help Desk deliverables.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills. Strong documentation skills.
Active Directory for User & Computer Management
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language to non-technical staff and end users.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Microsoft M365, Teams, Email, and Sharepoint
Pay range - $25 to $28 per hour on W2.


Tanson Corp

Madison, WI
53703 USA



View All Tanson Corp Jobs

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