MARS Solutions Group is looking for an experienced Help Desk (Technician III), 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.

Project Description:

• The client is seeking a highly motivated and capable person to help answer front line calls via incoming phone or front desk service to meet Technical Services (TS) needs for faculty/admin staff.
• This work includes answering technical questions on varied TS procedures and software that is used by the client.
• This role requires someone with customer service skills. Someone who can work with issues through the phone or in person and someone that can be comfortable under pressure.
• If this person has exposure to an incident tracking system (ServiceNow) it would be a plus.
• This individual must have the ability to work independently in a high-volume environment.

Core Qualifications:

• Must have solid phone/soft skills and customer service experience.
• Organization.
• Ability to maintain composure with end customers.
• Ability to follow-through on expectations tasks and ensure work assignments are completed.
• Ability to effectively communicate, both orally and in written form.
• Experienced working in a deadline-driven environment, handling and prioritizing multiple tasks.
• Excellent conceptual, problem solving, and analytical skills.
• Ability to work independently or as a member of a team on complex tasks.
• Demonstrated competency in documenting solutions for both technical and functional audiences.

Duties and Responsibilities:

• Provide Services and TS through Customer Service
• Work with Tier 2/3 staff in a professional manner
• Support PC troubleshooting/imaging
• Work with documentation specialist
• Assess needs of customers.
• Work independently.
• Participate as a team member to achieve successful business process.
• Communicate status to management and teams.

Desired Behaviors:

• Display energy and initiative in solving problems
• Follow all possible avenues to get the job done
• Adaptable – undertake a variety of tasks willingly
• Work effectively with a variety of personalities and work styles
• Quality – demonstrate appropriate quality and thoroughness in their work
• Decisive – ability to make decisions quickly when faced with multiple options
• Ability to influence others in decided course of action
• Integrity – act with personal integrity at all times
• Professional – work with their teams’ processes
• Confront problems, propose solutions and take ownership through to resolution or ensure a clear hand-off.
• Have a positive “can-do” approach to work
• Proactive – operates with and communicates to all stakeholders and co-workers
• Meets commitments and is upfront and proactive in communicating when goals are in jeopardy
• Analyze issues, proposes solutions, and then takes ownership of the execution of solutions
• Work effectively with a variety of personalities and work styles
• Ability to prioritize issues and resolve them
• Act with integrity at all times

Education and Qualifications:

• Experience in Help Desk environment
• Minimum of High School Degree (prefer coursework beyond High School)
• Experience in imaging PC Hardware and troubleshooting desktop software
• Use of service management systems for incident tracking
• Technician capabilities with 5 or more years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field.
• Relies on limited experience and judgment to plan and accomplish goals. Performs a variety of tasks. A certain degree of creativity and latitude is required

Must Have Skills:

• Experience in Help Desk environment
• Minimum of High School Degree (prefer coursework beyond High School)
• Experience in imaging PC Hardware and troubleshooting desktop software
• Use of service management systems for incident tracking

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.

Job Type: Contract

Salary: $28.00 - $30.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Madison, WI 53716: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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