Help Desk - 2.5 Madison, WI

For one of our projects, we need a Help Desk with 3-5 years of experience. Responsibilities: Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Help Desk capabilities with 3-5 years of experience in the field or in a related area. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected. Skills: Call Tracking Software Phone based technical support Respond to customer requests (verbally and in writing) General Competencies Ability to perform Help Desk services through good communication (written and oral) skills, with the ability to understand applications, and with the ability to document and report on contacts and results of services. Able to work independently Analytical/problem solving skills Background Check Required Customer Service Excellent communication skills require the ability to work with users to understand and interpret their needs. Excellent customer service skills and orientation. Excellent oral and written communication skills and advanced customer support skills Experience providing direct customer service Good interpersonal skills Good organizational skills and attention to detail Interpersonal skills Problem solving MS Office Products Outlook (MS) Active Directory iOS Smartphones and Tablets, iPhone, and iPad ACD MS Windows 10 MS Windows 7 2nd Factor Authentication MS Windows XP Work with customers to solve problems and support their needs MS Office 2010/O365 Nice to Have: General understanding of LANDesk (for patch management, software deployment, inventory management and remote control)