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Help Desk 1 Consultant (JobID 505ENT-M12-SERVICESIT-01)

Company: Computer Consultants International, Inc.
Location: Madison
Posted on: November 10, 2018

Job Description:

Job DescriptionSeeking one (1) highly motivated and capable person to help answer front line calls via incoming phone or front desk service to meet Madison College 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 college. 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 systems (ServiceNow) it would be a plus. This individual must have the ability to work independently in a high volume environment.This is a strategic position that impacts capability to conduct business in an uninterruptable manner. The position has cross-organization scope within the College and Technology Services.This position will report directly to the Director, Customer Service in Technology Services. 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 timesEducation and Qualifications· Experience in Help Desk environment· Minimum of High School Degree (prefer course-work beyond High School)· Experience in imaging PC Hardware and troubleshooting desktop software· Use of service management systems for incident trackingQualifications

  • Must have solid phone/soft skills and customer
  • Service experience
  • Organized
  • Ability to maintain composure with end customers
  • Ability to follow through on expected tasks and
  • ensure work assignments are completed
  • Ability to effectively communicate, both orally and in writing
  • 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
  • Provide Support 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 teamsPeriod of Performance: 12 months with possible extensionCompany DescriptionComputer Consultants International, Inc. (CCI) is an IT Consulting Firm with more than 18 years experience providing effective, expert-level services in industries such as Construction, Technology, Finance, Healthcare, and Government. CCI focuses on building long-term relationships while completing projects from design to delivery. People are CCI's key component for success. Recruiting utmost-quality individuals for our clients, CCI fields a workforce of individuals who are selected not only because of their technical qualifications but also for their achievements as substantial, contributing human beings. In government work and in the commercial market, high standards of ethics and accountability are critical. Therefore our people are chosen for their integrity and ability to maintain relationships, as well as expertise in their field. To learn more about CCI, visit us online at

    Keywords: Computer Consultants International, Inc., Madison , Help Desk 1 Consultant (JobID 505ENT-M12-SERVICESIT-01), Professions , Madison, Wisconsin

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