Randstad Digital Americas · 7 hours ago
IT Service Desk Support Technician
Madison, WI
Full-time
Onsite
New Grad, Entry Level
$21.66/hr - $25.75/hrRandstad Digital Americas is seeking an IT Service Desk Support Technician to join their IT Service Desk team. The role involves providing first line support for IT incidents and service requests, ensuring customer satisfaction and service level targets are met.
Information Technology & Services
Responsibilities
Provide professional and exceptional first line support for all customers
Respond in a timely manner to requests for technical assistance in person, via phone, or electronically
Diagnose and resolve technical hardware and software issues
Resolve incidents with workstations, printers, copiers and scanners
Provide training and education to customers
Research solutions using available information found in the knowledgebase and the IT service desk system
Follow standard service desk procedures
Accurately record, update and document requests using the IT service desk system
Maintain accurate inventory of all hardware and software resources
Identify and effectively prioritize situations requiring urgent attention
Track and route problems and requests and document resolutions
Stay current with system information, changes and updates
Maintain excellent communication with all end users and other members of the organization
Work with outside vendors as needed
Multidivisional hardware and software technical support
Configure, install, and upgrade computer hardware and software
Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.)
Perform equipment moves and surplus outdated and no longer used equipment
Create/Maintain Documentation and knowledgebase
Assist with the development and maintenance of communication templates and procedures
Assist with the development and maintenance of the service desk system and knowledgebase
Assist with the development and maintenance of standard operating and escalation procedures
Qualification
Required
Experience with computer operating systems including Microsoft Windows 11
Experience with computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc
Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner
Skill and ability to provide a positive and efficient customer service experience
Experience developing appropriate documentation for customers and service desk staff
Understanding of ITIL Service Desk Incident Management methods and practices
Experience identifying trends for Major Incident identification
Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and other related business software
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