Help Desk Technician

Position: Help Desk Technician

Location: Madison, WI

Duration: 4 months

Responsibilities:

·Provide First Level technical support to users experiencing operational and systems malfunctions, both hardware and software related.

·Provides technical assistance over the phone for all supported locations addressing both emergency and routine issues.

·Responds to inquiries regarding systems procedures, status and downtime.

·Assists with Security access requests.

·Respond to employee phone, mail, email, fax, visits etc.

· Troubleshoot problem issues or receive IT requests.

·Enter issues into call tracking system.

·Resolve or assign requests to the appropriate support group(s).

·Follow-up on outstanding issues and requests.

·Perform quality assurance call backs as needed.

·Assist with creation of IDs including LAN, email, CURE, Web-applications, MPD, etc.

·Maintain the process of routing security requests to the appropriate security groups.

·Develop a functional understanding of key applications including Amisys, AMSW, CURE, Quest, IP, Maplinx, MPD, SQL Referral, and Caretrac.

·Assist with operational and management duties i.e. scheduling, mentoring and training. Assist with documentation development as needed and other duties as assigned.

·