Help Desk -I

About the role

The State of Wisconsin is seeking two Help Desk I professionals to join the Enterprise Service Desk team within the Department of Administration (DOA). This role supports state agency employees, citizens, and customers with IT-related issues and is part of a 24x7x365 support center that operates year-round, including holidays.

Responsibilities

• Provides Level 1 IT support to end users on a variety of technical issues including password resets and network access assistance.
• Identifies, researches, and resolves IT technical issues reported via phone, email, or in-person requests.
• Documents, tracks, and monitors problems to ensure timely resolution and trend identification.
• Supports access and use of State of Wisconsin applications for both internal staff and public users.
• Applies commonly used IT support concepts, practices, and procedures under pre-established guidelines.
• Reports to the Infrastructure Support team within DOA’s IT division in Madison, WI.

Requirements

• Minimum 6 months of experience in customer service.
• Minimum 6 months of experience in basic IT troubleshooting.
• Minimum 6 months of call center experience, preferably in an IT setting.
• Must be a Wisconsin resident or willing to relocate to WI at candidate’s expense prior to start date.
• Must be able to pass security clearance (access to Federal Tax Information - FTI).
• Must be available to work 2nd shift: Monday–Friday, 4:00 PM to 12:30 AM with 30‑minute unpaid lunch.

Qualifications

• Previous IT call center experience.

Skills

• troubleshooting procedures
• network access support
• basic it troubleshooting
• problem tracking
• call center experience
• password reset
• technical support
• ticket documentation
• it support
• customer service

Benefits

• Hybrid work model after initial training period.
• Opportunity for contract extension beyond 06/30/2027.
• No travel required.
• Part of a mission-critical 24x7x365 state support infrastructure.

Schedule

Works within a hybrid schedule: initial 3–5 week training likely onsite, followed by alternating weeks onsite and remote. May be required to adjust shift hours occasionally to ensure adequate coverage across the 24x7x365 support center. Must be available to work 2nd shift: Monday–Friday, 4:00 PM to 12:30 AM with 30‑minute unpaid lunch.