Technical Help Desk Strong Documentation Experience Communication Skills Computer In   Requirement id 141223 Job title Consultant Job location in Madison, WI Skills required Lead Role, Technical, Help Desk, Strong Documentation Experience Communic Open Date 26-May-2023 Close Date Job type Contract Duration 12 Months Compensation DOE Status requirement --- Job interview type --- Apply    Email Recruiter: coolsoft Job Description Consultant: Lead Role, Technical, Help Desk, Strong Documentation Experience Communic Start date : 07/01/2023 End Date : 06/30/2024 Submission deadline :6/5/23 at 4:00PM CST. Client Info :WHS Note: * 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. Description : The Information Technology Department at the Wisconsin Historical Society manages the technology and computer infrastructure that drives the Agencys business systems and automation requirements. The IT department manages a network infrastructure that supports the WHS Headquarters building, the State Archives Preservation Facility, and twelve Historic Sites around the State. This position reports to the Chief Information Officer and works closely with IT team members and other departments in the organization to provide timely and robust support. The Help Desk III 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 III 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. Responsibilities • 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 fields concepts, practices, and procedures. • Relies on extensive experience and judgment to plan and accomplish goals. • W   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 141223 while calling.   Other jobs in WI: De Pere (2), Green Bay (8), Kenosha (2), Madidson (1), Madison (36), Menomonee Falls (19), Milwaukee (59), Sun Prarie (1), Unknown (2), Waukesha (2),    Lead Role job openings in other states Jobs List Firewall Engineer V - 60316 Create date: 28-Feb-2020 Job Description : It is looking for a Senior Firewall Engineer in Baltimore, MD to support one of our larger federal government interrogator clients. A successful will be working with a team of Information Security professionals supporting the Centers for Medicare and Medicaid Services (CMS). This team is responsible for the installation.... 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