Help Desk Support

1 day ago

Madison, United States MARS Solutions Group Full time

MARS Solutions Group is looking for an experienced Help Desk Support located in Madison, WI. Our client is a government agency looking for high-quality talent to make a difference. They are known to respect a traditional work week and often extend contracts for added job security and stability.

Note: This position is currently remote. However, position status is subject to change. Candidate must be available to be onsite at the office in Madison for the first full week (possibly 2 weeks) of training. After the first week (or 2 weeks) of onsite training, the candidate will have the option to be in-person, hybrid or fully remote. Candidate will be required to provide their own equipment for this position.

Job Description:

  • Duties will include a primary support function associated with service desk functionality and will have key responsibilities associate with development of support and training materials to be used to provide direct training to staff both one-on-one situations, and in group environments.
  • Direct support of customers over the phone will be a primary function of this role as well as hands-on support for client's staff and partners being required of this contractor as they resolve daily user issues covering a wide range of technology support tasks from printing, login and remote access, to explicit application related support tools.
  • This contract staff will be key in this role to troubleshooting and resolving users' issues quickly and successfully on first contact whenever possible as issues related to implementation of a single technology infrastructure for this agency.

Qualifications:

  • Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.
  • Responds to telephone calls, email, and personnel requests for technical support.
  • Documents, tracks, and monitors the problem to ensure a timely resolution.
  • Has knowledge of commonly used concepts, practices, and procedures within a particular field.

Top Skills & Years of Experience - 5-8 years of experience in the following:

  • Ability to troubleshoot and resolve issues quickly
  • Attention to detail
  • Able to work independently in a highly collaborative environment
  • Fast and accurate typing.

About MARS Solutions Group:

MARS Solutions Group provides a range of opportunities for meaningful work by understanding that employment fit is a combination of people, process, and technology. We leverage our experienced and compassionate team to bring humanity to matching you with the right advanced technology role, and stay connected with you to help you attain your professional goals.

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