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Wisconsin Department of Workforce Development (DWD)
Requisition
157954
Location
Madison, WI (Hybrid)
Duration
1 years
Due Date
04/30/2026
C2C Possible
No.W2 only. Rate depends on experience
Interview Method
MS Teams Video
NOTE: Candidates must be CURRENT WI residents. No relocation is allowed. This position requires candidates be onsite at downtown Madison, 1-2 days per week on an ongoing basis. Training will be onsite M-F for the first two weeks. The contractor will be required to be available online, be present to meet all workload requirements, and must be available to attend all scheduled meetings during DWD standard working hours of 7.45 am - 4.30 pm Central Time.
We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.
Description:
Our client is looking for a Help Desk. The service to be performed includes providing Identity and Account Management (IAM) services for staff and public users of client applications, performing 1st and 2nd Tier computer support for internal staff, and managing and deploying computers for staff. The public-facing applications include various programs for the Divisions of Unemployment Insurance and Employment Training.
Tasks
The proposed service includes verifying the identity of the caller, resetting their password and or unlocking their account, instructing the caller to use self-service account recovery in the future, forwarding the call to another call center if needed for further assistance, and documenting the details of the call.
The 1st and 2nd Tier computer support includes IT troubleshooting (hardware, software and network), problem documentation, customer assistance, and problem escalation.
The services and quality provided will be monitored by the ITSC supervisor utilizing real-time data generated by the call manager and ticketing software, as well as quality assurance recordings.
Supporting and managing computer devices (laptops and desktops)
Handling and fulfilling software service request from customers
Levaraging security tools and Identity and Account Management Tools for managing public user accounts
Service Request Management, Web-based telephony system, device management and encryption.
The software includes, but is not limited to: Windows 10/11, Microsoft Office 365, Adobe products, Ricoh print software, Active Directory, VPN and multi-factor authentication tools.
Knowledge, Skills and Abilities Required:
Excellent oral and written communication skills
Analytical/problem solving skills
Skills Required
Experience providing IT support in a professional setting
