Help Desk Specialist

• Location: Madison, Wisconsin
• Remote: Remote
• Type: Contract
• Job #3869

Our partner is seeking a contingent IT Help Desk Analyst to join their team, providing first-tier escalation support for Help Desk calls. The ideal candidate will be responsible for responding to requests and incidents, implementing solutions, and ensuring a first-call resolution for end users when possible.

What You'll Do:

1. Assist end users by providing a mix of technical and customer service skills, handling repeatable documented troubleshooting tasks.
2. Provide technical assistance and support for general and routine incoming queries related to End User devices, VPN connections, and user access management.
3. Perform remote software distribution via an endpoint management tool and coordinate with users for successful distribution.
4. Assist and troubleshoot corporate and personal mobile devices.
5. Manage incidents and requests, including escalation and assignment to appropriate support teams.
6. Create and manage Master incidents in ServiceNow for IT Rapid Response Teams and Cybersecurity Incident Response teams.
7. Write, review, and maintain articles in ServiceNow knowledge base database.
8. Provide in-person and remote technical support for non-IT business functions.
9. Assist with new team member onboarding and training, and create training documentation as necessary.
10. Work securely using two-factor authentication and other security measures as required.
11. Participate in a 24/7 on-call rotation.
12. Communicate user tasks and stories clearly to all stakeholders.

What You'll Bring:

1. Associate Degree in Information Technology (preferred) or relevant IT certifications.
2. Experience with Microsoft Windows operating systems, software, client and mobile computing hardware, peripherals, and general End User device troubleshooting.
3. Strong knowledge of Incident and Request management using ServiceNow (preferred).
4. Familiarity with Office 365 and Ivanti’s Endpoint Manager (formerly Landesk).
5. Ability to work individually and as a team member.
6. Ability to manage time effectively and work in a high-paced environment.
7. Demonstrated effective interpersonal, verbal, and written communication skills.
8. Ability to communicate professionally with End Users in problem/urgent situations.
9. Demonstrated ability to apply logical reasoning to situations and derive workable solutions to low complexity problems.
10. Ability to plan and carry out responsibilities with minimum direction and work effectively when multiple priorities exist.
11. Ability to work effectively in a diverse work environment.

If you are a dedicated IT professional with a passion for problem-solving and customer service, we encourage you to apply for this position. 

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