Help Desk Support

The Help Desk Support position provides Level 1 IT assistance to end users, including support for access and usage of State of Wisconsin applications. This hybrid role is based in Madison, Wisconsin, with Monday to Friday 2nd shift hours and remote interviews conducted through TEAMS.

Role Overview

As a Level 1 support resource, you will respond to reported IT issues from State of Wisconsin employees, citizens, customers, and monitoring systems. The work includes handling calls, email, and personnel requests, with a focus on troubleshooting, resolving standard technical problems, and supporting users with application access and use.

Responsibilities

• Provide support to end users for a range of IT issues, including password and network access assistance.
• Identify, research, and resolve technical problems reported by State of Wisconsin employees, citizens, customers, and monitoring systems.
• Respond to telephone calls, email, and personnel requests for technical support.
• Support state agency employees and citizens with access to, and use of, State of Wisconsin applications.
• Document, track, and monitor application-related problems to support timely resolution and help identify trends.
• Use commonly used IT support concepts, practices, and procedures within a Level 1 IT support capacity.
• Perform job functions by following instructions and pre-established guidelines.

Requirements

• Basic IT troubleshooting experience (6+ months)
• Call center experience (6+ months)
• Customer service experience (6+ months)
• Nice to have: Previous IT call center experience
• Must be a WI resident or willing to relocate to WI at the candidate’s expense prior to the start date

Work Location and Schedule

Location: Madison, WI 53703. Work location: in person.

This is a hybrid role. Training is expected to last approximately 3 to 5 weeks, likely onsite with a hybrid schedule afterward. After training, the hybrid schedule alternates between onsite one week and remote the next.

• Shift: Monday to Friday, 4:00 pm to 12:30 am, with a 30-minute unpaid lunch
• 2nd shift position

Support Coverage and Shift Adjustments

The role supports a 24x7x365 support center that remains open on holidays. To ensure adequate coverage, an occasional shift in work hours may be necessary.

Contract Details

• Job type: contract
• Duration: 12+ months contract

Compensation

• Hourly pay: $19.00 to $22.00 per hour

Interview Process

• Interviews: remote interviews via TEAMS
• Rounds: 1 round