• Troubleshooting Consultant

    COOLSOFT (Madison, WI)


    Troubleshooting Consultant

     

    (Jobs in Madison, WI)

     

    Requirement id 156353

     

    Job title Consultant

     

    Job location in Madison, WI

     

    Skills required Customer Service Skills, Windows 10, Microsoft Office 2019, Troubleshooting

     

    Open Date 16-Dec-2025

     

    Close Date

     

    Job type Contract

     

    Duration 5 Months

     

    Compensation DOE

     

    Status requirement ---

     

    Job interview type ---

     

    Email Recruiter:coolsoft

     

    Job Description Consultant: Customer Service Skills, Windows 10, Microsoft Office 2019, Troubleshooting

     

    Start date :1/19/2026

     

    End Date :06/30/2026

     

    Submission deadline :12/23/25 at 4:00 PM CST.

     

    Client Info : DOC

    Note:

    * Currently 100% Remote, subject to change at any time.

    * Interview Process: Virtual Interviews (audio and video on) via Microsoft Teams. Interview duration 45 minutes. One round.

    * Remote or on-site? Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. This position is 100% remote within the state of Wisconsin.

    * Required to go to Central Office at any time.

    Description:

    Working under the close supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM), performs Level One troubleshooting and support for all BTM provided hardware and software solutions.

     

    The IS Technical Services – Professional shall comply with the Departments administrative rules and the agencys policies and procedures including those related to the Departments overall Reentry philosophy of using evidence-based strategies, practices and programs which target an offenders individual criminogenic needs and risk level.

     

    % Time Goals and Worker Activities

     

    80% A. Provide technical assistance to all customers seeking assistance for hardware, software, application, printing, Network, and Operating System issues.

     

    A1. Respond to incoming customer requests for service promptly, courteously, and in a professional manner. Record customer information following established guidelines; verify information and enter detailed key troubleshooting information into the Incident Management System.

     

    A2. Reply to customers with established incidents in a timely manner following established standard operating procedures or directives. Update assigned incidents with all changes as they occur.

     

    A3. Conduct an assessment of the incident based on the customers description; identify the priority and escalate the incident to the appropriate assignment group when unable to resolve the incident on first contact. Follow established escalation procedures.

     

    A4. Provide prompt customer support and response for all requests. Methods of request include incoming telephone calls, e-mail, Web submitted incidents, and voice messages.

     

    A5. Perform diagnostics and trouble shooting for supported DOC hardware.

     

    A6. Monitor requests for software installations and fulfill those requests in a timely manner.

     

    A7. Consult with Help Desk Team Leads and Supervisor as necessary for guidance and support.

    Top Skills & Years of Experience:

    - Excellent customer service skills

     

    -Two years support experience with Windows 10, and Microsoft Office 2019

     

    - Two years experience with Network and Printer troubleshooting.

     

    - Must be proficient is typing skills and be able to multi-task.

    Nice to have skills:

    - Prior Help Desk experience in a call center environment

     

    - Previous experience using Incident and Knowledge base systems

     

    - Desirable to have 2 years support experience with iOS devices.

     

    Call502-379-4456 Ext 100for more details. Please provide Requirement id: 156353 while calling.

     

    EOE Protected Veterans/Disability