MARS Solutions Group
Desktop Support
MARS Solutions Group, Madison, Wisconsin, us, 53774
MARS Solutions Group is looking for an experienced
Desktop Support
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.Note:
Candidates must be CURRENT WI residents. No relocation is allowed. The selected contractor will be expected to be onsite in Madison a few times (1-3) each month so must be local.Job Description:Under the general supervision of the IT Solutions Center Section (ITSC) Supervisor and the guidance of the ITSC Lead, this position uses a proactive, process-oriented, customer focused approach and assists in growing the use of technology throughout the agency.This position is responsible for providing support to the client's staff by providing direction, answers, and resolutions to a full range of IS questions and problems reported to the IT Solution Center as well as supporting the agency's user-focused technologies.This position needs a strong skillset and experience in interpersonal communications and a relationship-building background.This position supports user experience, actively engages in the technology lifecycle process, and provides high-level service operation skills.The user experience duties consist of providing innovation and research of technologies, follow through of technology integration (training/use of technology), and expertise to support strategic and business unit initiatives.The technology lifecycle support process helps guide the process and provides product ownership duties for the agency.The high-level service operation activities include providing and maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillment processes and procedures. This role uses insight and analysis of service support functions and service tickets to assist the IT Solution Center in a more proactive and mature environment.This position provides technical assistance in the support, preparation, and implementation of desktop-supported services, customer systems, and hardware tools.This position will partner with technology and business experts, business analysts, and end users to plan, and coordinate IT's end-user service delivery efforts.This position is a liaison between business users and technical staff to facilitate solutions to problems.The incumbent proactively assists the Service Support Lead in developing business user how-to instructions, training, and service portals.
Top Skills & Years of Experience:Ability to develop user documentation and perform training (3 years)Ability to identify, manage, troubleshoot, and resolve problems (3 years)Knowledge of Microsoft Office 365 (3 years)Knowledge of Microsoft Teams (1 year)Knowledge of image deployment via Desktop Management Tools (SCCM/Manage Engine preferred) (1 year)Ability to directly support customers via phone and in-person (3 years).
Nice to Have:Strong knowledge of ticketing systems/ITIL processesAbility to assist in identifying training needsKnowledge of Microsoft Active DirectoryKnowledge of multi-factor authenticationKnowledge of Mobile Device performance monitoring and tuning techniquesAdvanced problem resolution skills, with a knowledge of Problem Management processes and procedures.
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.
Desktop Support
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.Note:
Candidates must be CURRENT WI residents. No relocation is allowed. The selected contractor will be expected to be onsite in Madison a few times (1-3) each month so must be local.Job Description:Under the general supervision of the IT Solutions Center Section (ITSC) Supervisor and the guidance of the ITSC Lead, this position uses a proactive, process-oriented, customer focused approach and assists in growing the use of technology throughout the agency.This position is responsible for providing support to the client's staff by providing direction, answers, and resolutions to a full range of IS questions and problems reported to the IT Solution Center as well as supporting the agency's user-focused technologies.This position needs a strong skillset and experience in interpersonal communications and a relationship-building background.This position supports user experience, actively engages in the technology lifecycle process, and provides high-level service operation skills.The user experience duties consist of providing innovation and research of technologies, follow through of technology integration (training/use of technology), and expertise to support strategic and business unit initiatives.The technology lifecycle support process helps guide the process and provides product ownership duties for the agency.The high-level service operation activities include providing and maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillment processes and procedures. This role uses insight and analysis of service support functions and service tickets to assist the IT Solution Center in a more proactive and mature environment.This position provides technical assistance in the support, preparation, and implementation of desktop-supported services, customer systems, and hardware tools.This position will partner with technology and business experts, business analysts, and end users to plan, and coordinate IT's end-user service delivery efforts.This position is a liaison between business users and technical staff to facilitate solutions to problems.The incumbent proactively assists the Service Support Lead in developing business user how-to instructions, training, and service portals.
Top Skills & Years of Experience:Ability to develop user documentation and perform training (3 years)Ability to identify, manage, troubleshoot, and resolve problems (3 years)Knowledge of Microsoft Office 365 (3 years)Knowledge of Microsoft Teams (1 year)Knowledge of image deployment via Desktop Management Tools (SCCM/Manage Engine preferred) (1 year)Ability to directly support customers via phone and in-person (3 years).
Nice to Have:Strong knowledge of ticketing systems/ITIL processesAbility to assist in identifying training needsKnowledge of Microsoft Active DirectoryKnowledge of multi-factor authenticationKnowledge of Mobile Device performance monitoring and tuning techniquesAdvanced problem resolution skills, with a knowledge of Problem Management processes and procedures.
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.