ROLE TITLE : Help Desk III (139500)
CLIENT LOCATION : 201 W Washington Ave, Madison, WI 53703
Job Type : Contract
WORK ARRANGEMENT : 95% REMOTE. Primarily remote, but occasional in-person attendance is required (e.g., first day onboarding, conferences). Candidates must be CURRENT Wisconsin residents with work history in the state. No relocation allowed.
- START / END : 02 / 24 / 2025 06 / 30 / 2025 with the possibility of extension. The state cannot post any job beyond the end of the current fiscal year (so while many / most jobs at the state could run multi-year, they all are capped to the current fiscal year to start).
DETAILS :
The goal of this position is to increase support to Wisconsin's schools / districts for state reporting tasks as well as provide training and presentations related to several data applications. This position performs direct WISEdata customer support services for schools and districts (LEAs) clients by responding to CRM cases (or "tickets"), email, and telephone requests for support. The position will document, track, and monitor support requests to ensure a timely resolution. In the course of their daily work, the position follows the Customer Service Framework, as well as standards and processes for effective customer service practices. This position will serve as the primary trainer for training sessions / videos, demonstrations, conferences, and workshops held by the Customer Services team or in conjunction with external stakeholders.
REQUIRED SKILLS :
Strong interpersonal communication skills (2 years)Experience in customer service / customer support (1 year)Experience working with data quality, data reporting, or data analysis (1 years)Strong written communication skills, including business / formal emails, courtesy, and grammar (2 years)NICE TO HAVE SKILLS
Knowledge of student information system (SIS) software used within WisconsinKnowledge of DPI applications including WISEdata Portal, WISEid, WISEdash, and Ed-Fi Credential ApplicationADDITIONAL DETAILS :
This position may travel up to 10% to conferences, workshops, and team workdays.Attendance at the annual conference hosted by the team each spring is required.The position follows the Customer Service Framework and best practices for customer support.The candidate must be prepared to assist with data quality reviews, training, and process improvements.This role requires strong communication, organization, and problem-solving skills.GOAL AND WORK ACTIVITIES :
60% Customer Service Help Desk SupportServe as a customer service contact for schools and districts in Wisconsin.
Create, oversee and monitor requests, incidents and problem resolution using usersupport "ticketing" software.Assist WISEdata product owner in identifying state reporting process improvementsthrough business process analysis.Monitor and support school / district reporting progress.Contact school districts when assistance may be needed.
Provide on-site or virtual training when appropriate.Work with school districts on their data submissions to WISEdata.Work with school districts to help them understand how to use WISEdata andWISEdash for data reviews.Help to ensure that data issues and errors are being resolved.Monitor the health of the data for districts using the WISEdata portal and WISEdash.Review data quality reports leading up to the data snapshot.35% Customer Service TrainingInteract with internal and external customers.
Collaborate with Technical Writer to maintain customer support documentation andcontribute to statewide documentation such as FAQs and service desk tools.Create training videos and / or tutorials.Attend virtual or in-person conferences and workshops to present on WISE topics.Advise management on situations that may require additional client support orescalation.Maintain up-to-date training materials and strive to improve customerunderstanding.5% Professional Development and Other Tasks as AssignedKeep abreast of updates to applications and procedures.
Participate in appropriate professional learning courses.Participate in meetings and training, including those associated with vendor usergroups.Maintain awareness of operating procedures and the environment of the team.Other duties as assigned.KNOWLEDGE, SKILLS, AND ABILITIES :
Knowledge of methods for gathering and understanding customer needs.Ability to maintain positive and courteous interactions with customers.Ability to make thoughtful, expeditious decisions in complex situations.Ability to interpret business logic and communicate technical requirements.Effective oral and written communication skills.Ability to work effectively in a team environment.Self-motivated with the ability to work independently.Ability to complete data health checks for the districts using visualizations and download filesAvinash Kumar Sr. IT Recruiter
Email- avinashk@stellentit.com
Phone Number : 1 321 7856 062
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