Help Desk at NovaLink Solutions LLC

Madison, WI 53703

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 DCF 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 such as eWiSACWIS and CARES and

KIDS. 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 & years of experience:

Qualification

Experience

IT Service Management tools (Incidents & Service Request) 3 years

Active Directory Tools

Microsoft Windows 10/11

Microsoft Office Suite

Network Topology

Local Area Networks (LAN)

3 years

Top 3-4 desired skills required for the position:

 Ability to troubleshoot and resolve issues quickly

 Attention to detail

 Able to work independently in a highly collaborative environment

 Fast and accurate typing

20 - 40 /hour