Randstad Digital Americas
Join to apply for the
Help Desk II
role at
Randstad Digital Americas
2 days ago Be among the first 25 applicants
Join to apply for the
Help Desk II
role at
Randstad Digital Americas
Job Summary Working under the close supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM), performs Level One troubleshooting and support for all BTM provided hardware and software solutions.
The IS Technical Services - Professional shall comply with the Department's administrative rules and the agency's policies and procedures including those related to the Department's overall Reentry philosophy of using evidence-based strategies, practices and programs which target an offender's individual criminogenic needs and risk level.
Location: Madison, Wisconsin Job type: Contract Salary: $23 - 24 per hour Work hours: 8am to 5pm Education: Bachelors
Responsibilities
80% A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.
Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.
Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.
Conduct an assessment of the incident based on the customer's description; identify the priority and escale the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.
Provide prompt customer support and response for all requests. Methods of request include incoming telephone calls, e‑mail, Web submitted incidents, and voice messages.
Perform diagnostics and troubleshooting for supported DOC hardware.
Monitor requests for software installations and fulfill those requests in a timely manner.
Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.
15% B. Perform Project Work
B1. Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes.
B2. Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents.
B3. Participate in quality and process improvement projects and initiatives.
B4. Completion of Other Duties and special assignments as assigned.
5% C. Performance of other job-related activities and special assignments.
C1. Attend requested meetings, seminars, or training.
C2. Perform other duties as assigned.
C3. Identify training needs and request approval to attend.
Qualifications
Ability to work with diverse customers in a calm, respectful manner to address potentially difficult situations.
Ability to manage and work on multiple priorities or projects.
Ability to document standard operating procedural documentation as it pertains for support procedures, and properly assign unresolved incidents.
Ability to effectively multitask and prioritize workload.
Effective oral and written communication skills.
Ability to work in a team oriented collaborative work environment.
Understanding of the use of Help Desk incident management and asset management systems.
Knowledge of State and Agency customer base and associated hardware and software applications.
Ability to perform diagnostics on hardware or software.
Knowledge of general analytical and troubleshooting procedures.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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Help Desk II
role at
Randstad Digital Americas
2 days ago Be among the first 25 applicants
Join to apply for the
Help Desk II
role at
Randstad Digital Americas
Job Summary Working under the close supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM), performs Level One troubleshooting and support for all BTM provided hardware and software solutions.
The IS Technical Services - Professional shall comply with the Department's administrative rules and the agency's policies and procedures including those related to the Department's overall Reentry philosophy of using evidence-based strategies, practices and programs which target an offender's individual criminogenic needs and risk level.
Location: Madison, Wisconsin Job type: Contract Salary: $23 - 24 per hour Work hours: 8am to 5pm Education: Bachelors
Responsibilities
80% A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.
Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.
Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.
Conduct an assessment of the incident based on the customer's description; identify the priority and escale the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.
Provide prompt customer support and response for all requests. Methods of request include incoming telephone calls, e‑mail, Web submitted incidents, and voice messages.
Perform diagnostics and troubleshooting for supported DOC hardware.
Monitor requests for software installations and fulfill those requests in a timely manner.
Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.
15% B. Perform Project Work
B1. Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes.
B2. Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents.
B3. Participate in quality and process improvement projects and initiatives.
B4. Completion of Other Duties and special assignments as assigned.
5% C. Performance of other job-related activities and special assignments.
C1. Attend requested meetings, seminars, or training.
C2. Perform other duties as assigned.
C3. Identify training needs and request approval to attend.
Qualifications
Ability to work with diverse customers in a calm, respectful manner to address potentially difficult situations.
Ability to manage and work on multiple priorities or projects.
Ability to document standard operating procedural documentation as it pertains for support procedures, and properly assign unresolved incidents.
Ability to effectively multitask and prioritize workload.
Effective oral and written communication skills.
Ability to work in a team oriented collaborative work environment.
Understanding of the use of Help Desk incident management and asset management systems.
Knowledge of State and Agency customer base and associated hardware and software applications.
Ability to perform diagnostics on hardware or software.
Knowledge of general analytical and troubleshooting procedures.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
#J-18808-Ljbffr