Help Desk-II | W2/1099 | For Current WI Residents Only | No C2C

NOTE: APPLICANT MUST BE ON OUR W2 OR 1099 AND CURRENT WI RESIDENT. NOT ACCEPTING SUB-VENDORS.

Role: Help Desk-II

Location: Madison, WI

Duration: 11 Months

Interview: MS Teams

Job Description:

The State of Wisconsin is looking for a Help Desk -II

Candidates must be CURRENT WI residents. No relocation is allowed. Selected hire will be required to come onsite at Agency for two weeks of training then 1-2 times per week after. 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 Agency standard working hours of 7.45 am – 4.30 pm Central Time.

The service to be performed includes providing Identity and Account Management (IAM) services for Agency staff and public users of Agency applications, performing 1st and 2nd Tier computer support for internal Agency staff, and managing and deploying computers for Agency 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 include:

1) Supporting and managing computer devices (laptops and desktops)

2) Handling and fulfilling software service requests from customers

3) Leveraging security tools and Identity and Account Management Tools for managing public user accounts

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 Directory, VPN and multi-factor authentication tools.

Top Required Skills & Years of Experience:

·        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 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

Nice to Have Skills:

·        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 "Agency Realtime Photo Requirement & Instructions" document in the Attachments section of this posting for details.

Duration of the Contract:

·        06/30/2027 with potential for 2-year extension.

Onsite or Remote?

·        Candidates must be CURRENT WI residents. No relocation is allowed. Selected hire will be required to come onsite at Agency for two weeks of training then 1-2 times per week after. 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 Agency 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 Agency staff and public users of Agency applications, performing 1st and 2nd Tier computer support for internal Agency staff, and managing and deploying computers for Agency staff. The public-facing applications include various programs for the Divisions of Unemployment Insurance and Employment Training.

Additional Information:

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

Will this position have access to FTI (Federal Tax Information)?

·        Yes

Travel Required?

·        No