IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide.

Our client is looking for a Help Desk to provide Identity and Account Management (IAM) services for staff and public users of applications, performing 1st and 2nd Tier computer support for internal staff, and managing and deploying computers for staff.

Tasks

• Verify the identity of the caller
• Reset their password and or unlocking their account
• Instruct the caller to use self-service account recovery in the future
• Forward the call to another call center if needed for further assistance
• Document 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.
• Support and managing computer devices (laptops and desktops)
• Handle and fulfilling software service request from customers
• Leverage security tools and Identity and Account Management Tools for managing public user accounts,
• Service Request Management, Web-based telephony system, device management and encryption.

Knowledge, Skills and Abilities Required:

• Excellent oral and written communication skills
• Analytical/problem solving skills

NOTE: 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.

Location: Madison, WI (Hybrid 1 day per week)

Contract: 1+ years

Skills Required:

• 1 Year - Experience working with digital tools, systems, or platforms, with a demonstrated ability to quickly learn new technologies
• 6+ months - Experience in a customer service or client facing role, with proven success in resolving issues and building positive relationship
• 6+ months - Experience working in team-based environments, actively contributing to shared goals and engaging in open communication with colleagues
• 2 years - MS Office Products (excel, Word, outlook)

Skills Desired A plus to have:

• 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
• Experience in Technical Writing and Documentation
• 2 years - Experience with HYENA

*** Rate depends on experience

*** Candidates authorized to work in the US are encouraged to apply. We can accept H1b, , TN, and other valid work visas for IT. However, we cannot accept OPT or CPT visas at this time.

*** Companies submitting candidates should only submit direct W2 employees for this position.

Please submit your resume by using the "URL" below