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.

Requirements/Certifications:

·Candidate must be proficient with use of Windows XP, Vista and MS Office products. General Knowledge of PC and Laptop support, VPN, remote support tools, Wireless configurations, Internet Explorer and Firefox.

·Further technical study including but not limited to Information Systems degree course work and job-related certifications, MCSE and A+ certifications are a plus but not required for this position. Perform limited administration or configuration of key applications.

·2+ years in a comparable technical role.

·High School (Required) GED (Required)

·Project: Integrating 520 users on Surface Pro (tablets that can be used as laptops).