W2 - Help Desk II (Digital tools, Customer service, IT support, MS Office Suite) - Hybrid/Local

The client is looking for a Help Desk II

Will close to submissions on 8/6/2025 at 4:00PM CST.

At least 1 year of experience working with digital tools, systems, or platforms, with a demonstrated ability to quickly learn new technologies
At least 6 months of experience in a customer service or client facing role, with proven success in resolving issues and building positive relationships
At least 6 months of experience working in team-based environments, actively contributing to shared goals and engaging in open communication with colleagues

Experience providing IT support in a professional setting
Experience working with Microsoft Office Suite
Experience providing identity management administration
Experience working with a web-based ACD system

Interview Process: Teams with camera on. PLEASE NOTE: A real-time screenshot photo of the candidate MUST be uploaded to candidate's bid in order to accept an interview request. Please see "DWD Realtime Photo Requirement & Instructions" document in the Attachments section of this posting for details.

Duration of the Contract: 6/30/2026 with potential for 2-year extension.

Onsite or Remote? Candidates must be CURRENT WI residents. No relocation is allowed. The selected candidate will be required to come into the office 1 day each week. 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.

Project details: The service to be performed includes providing Identity and Account Management (IAM) services for DWD staff and public users of DWD applications, performing 1st and 2nd Tier computer support for internal DWD staff, and managing and deploying computers for DWD staff. The public-facing applications include various programs for the Divisions of Unemployment Insurance and
Employment Training.

Brief Project Description

The service to be performed includes providing Identity and Account Management (IAM) services for DWD staff and public users of DWD applications, performing 1st and 2nd Tier computer support for internal DWD staff, and managing and deploying computers for DWD staff. The public-facing applications include various programs for the Divisions of Unemployment Insurance and Employment Training. 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.

Hardware/Software Environment
The support services includes: 1) supporting and managing computer devices (laptops and desktops),
2) handling and fulfilling software service request from customers, 3) Levaraging security tools and
Identity and Account Management Tools for managing public user accounts, and 4) 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 Directo , VPN and multi-factor authentication tools.

Qualifications:

Additional information: All service providers submitted with inconsistencies or falsifications in their credentials will be disqualified and
DOA Purchasing will be notified.