W2 - Desktop Support IV - (Cherwell, Customer ticketing system, troubleshooting) - Onsite

The client is looking for one (1) Desktop Support IV.

Duration: Until April 28, 2023. NO POSSIBILITY OF EXTENSION.

Must have 3 to 5 years of experience with the following:
Experience with Cherwell or other sophisticated customer ticketing system
Experience troubleshooting Windows 10 operating system and Office 365
Experience configuring and installing hardware and software on laptop and desktop computers
Experience troubleshooting and resolving smartphone (iPhone and Android) customer needs
a. Excellent verbal and written skills
b. Excellent customer service skills

Interview Process: Online via Teams with audio and video, 1 round unless more is needed.

Remote or On-site? This position is 100% on site. Out of state candidates are NOT eligible. Must be WI resident in Madison area.
Full job description attached

Additional Notes: Work schedule is from 8 AM - 4 PM, Monday through Friday. Optional 30-minute unpaid lunch.
Manager has requested MSP to push top 10 resumes from qualified submissions.

Position Summary
These positions will provide IT-Support for employees in the Forestry Division at the Wisconsin Department of Natural Resources (WDNR) in Madison, WI. Duties and responsibilities include installation of the Windows 10 operating system, the Office suite and other software packages; physical installation of computer hardware; and troubleshooting/resolution/tracking of technology requests and incidents. Hardware and software inventory and telecommunications support.

Position Description #1
70% Work with Division IT Support Staff (ITCs) to respond to incidents, troubleshoot problems and fulfill service requests for hardware, software, and smartphones (iPhone and Android) completing duties and responsibilities outlined in the position summary.
20% Work with the Division ITCs to track requests and actions taken in our incident tracking system (Cherwell).
10% General duties as needed, relative to the position.

Minimum Qualifications:
Excellent verbal and written skills
Excellent customer service skills
Experience with Cherwell or other sophisticated customer ticketing system
Experience with Windows 10 operating system and Office 365
Experience configuring and installing hardware and software on laptop and desktop computers
Experience troubleshooting and resolving smartphone (iPhone and Android) customer needs
Experience supporting a broad range of customers in a diverse and expansive environment
Experience documenting and monitoring service requests and incidents
Experience providing quality customer service and the ability to communicate technical information to both technical and non-technical staff
Experience troubleshooting computer and telecommunications issues and resolving or triaging as necessary.