Randstad Digital Americas ยท 2 days ago
Help Desk II
Madison, WI
Contract
Onsite
New Grad, Entry Level
$23/hr - $24/hrRandstad Digital Americas is seeking a Help Desk II professional to provide technical assistance and support for hardware and software solutions. The role involves troubleshooting customer issues, maintaining documentation, and participating in project work to improve service delivery.
Information Technology & Services
Responsibilities
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 escalate 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 trouble shooting 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
Perform general maintenance on recycled Admin workstations to ensure assets are working properly prior to reassignment for EdNet purposes
Create, organize, review, and update Help Desk knowledgebase documents used to resolve and accurately dispatch customer incidents
Participate in quality and process improvement projects and initiatives
Completion of Other Duties and special assignments as assigned
Attend requested meetings, seminars, or training
Perform other duties as assigned
Identify training needs and request approval to attend
Qualification
Required
Ability to work with diverse customers in a calm, respectful manner to address potentially difficulty 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 assigning 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 of software
Knowledge of general analytical and troubleshooting procedures
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad Digital Americas
Randstad Digital is a trusted digital enablement partner that facilitates accelerated transformation for businesses by providing global talent, capacity, and solutions across specialized domains.
Founded in 1984
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graig Paglieri
CEO, Randstad Digital Americas
Pascal de Hesselle
SVP, Executive Client Partner - Technology, Media & Telecom
Company data provided by crunchbase