Help Desk - $27 CTC - HYBRID (CURRENT WI RESIDENT)

Job Description:

CHANDRA TECHNOLOGIES INC is committed to providing some of the most competitive rates in the industry for qualified consultants. For candidates with current or prior experience with the State of Wisconsin experience and all required skills outlined in the job posting, we offer up to 98.5% of the client bill rate on CTC basis, ensuring a very low margin (under $1). Please be advised that client administrative fees will be deducted if applicable. Our payment terms are Net 30, and we guarantee payment within that period of Net 30, regardless of the client's payment status to us.

***Crop to Crop resumes are accepted

Location Requirement: 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.

The service to be performed includes providing Identity and Account Management (IAM) services for
staff and public users , 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. 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.

Required Skills:

• 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

Desired 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