Overview
Skills
Job Details
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: 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
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 Directory, VPN and multi-factor authentication tools.
Required Skills:
- Experience providing IT support in a professional setting - 3 years
- Experience working with Microsoft Office Suite - 3 years
- Experience providing Identity management administration - 3 years
Desired Skills:
- Experience working with a web-based telephony systems
- Experience verifying confidential account credentials
- Experience working with conference room technology
- Previous experience providing this service for government a plus, and experience with DWD's environments will be especially valuable