HELP DESK-III - W2/1099 - APPLICANT MUST BE CURRENT WI RESIDENT

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

Role: Help Desk-III

Location: Madison, WI

Duration: 2 Months w/extensions

Interview:  MS Teams

**NOTICE: Candidates that are submitted to this posting and do not meet the required qualifications, restrictions, or requirements will NOT be allowed to be resubmitted to future re-postings of the position.  False or inaccurate submissions will be reported.

WISCONSIN ONLY POSTING:

·       POSTING IS FOR WISCONSIN BASED CANDIDATES ONLY. Candidates that are NOT located IN WISCONSIN will NOT be considered and should not be submitted.

·       ALL WORK MUST BE DONE IN WISCONSIN

·       Candidate MUST be a WI resident. This position is currently remote.  However, position status is subject to change. (90% remote 10% onsite as needed) Onsite work is not likely, but candidate should be prepared to come onsite if required.

Detailed Job Description:

·       Duties will include a primary support function associated with service desk functionality and will have key responsibilities associated with development of support and training materials to be used to provide direct training to staff both one-on-one situations, and in group environments.

·       Direct support of customers over the phone will be a primary function of this role as well as hands on support for Agency staff and partners being required of this contractor as they resolve daily user issues covering a wide range of application support tasks related to Wisconsin Child Welfare Information Systems including eWiSACWIS, SYNC, KCTS, WiSP, and WANDA.  This contract staff will be key in this role to troubleshooting and resolving users issues quickly and successfully on first contact whenever possible and collaborating with internal and vendor technical support to resolve or document technical solutions.

Project Details (project overview, who the contractor will work with, soft skills needed, etc.):

·       eWiSACWIS is the child welfare case management system of record for the State of Wisconsin. It is used by Child Welfare Professionals across 72 counties, contracted agencies, State staff and Tribal partners. In addition to eWiSACWIS, ancillary systems including SYNC (Provider Portal), KCTS (Tribal Kinship Care Tracking System), WiSP (Youth Portal), and WANDA (Domestic Abuse grant management) support the work of helping move closer to a vision of all Wisconsin children and youth are safe and loved members of thriving families and communities.

·       This role will work with staff from BITS and the development vendor for Child Welfare applications to troubleshoot and resolve technical issues, Division of Safety and Permanence program staff to resolve policy questions, and the Child Welfare Application Product Manager to help identify common issues that should be considered for prioritization.

·       Success in this role will require the ability to provide excellent customer service so that callers feel heard, supported, and walk away glad they contacted the service desk regardless of the outcome. This role will need to take the initiative to research available training and technical documentation and use the system to find answers and know when to pull in additional support in order to resolve issues in a timely manner.

Top Required Skills:

·       Experience supporting online case management applications

·       Experience with Jira Service Management software

·       Troubleshooting customer issues to find a timely resolution

INTERVIEW NOTES: PLEASE NOTE: A real-time screenshot photo of the candidate MUST be uploaded to candidate''s bid upon confirming the interview. Please see "Agency Realtime Photo Requirement & Instructions" document in the Attachments section of this posting for details.

·       Interviews will be set up shortly after the posting close date.

·       MUST provide three (3) business references for the interview. (One reference must be a supervisory level.)

IMPORTANT NOTES:

·       Candidate MUST be physically located in the United States.  International candidates/phone numbers will not be accepted.

·       Candidate must follow ALL Agency work rules

·       Candidate must be available to perform all work during the Central Standard Time (CST) business hours 9:00 am – 3 pm (or CST hours as defined by the hiring manager)

·       Candidates will be required to provide their own equipment for this position (See job description for required specifications.)

Interview Process:

·       via Zoom/Teams

Contract Duration:

·       06/30/2026, with the potential to extend for an additional term(s)

Onsite, hybrid or remote:

·       Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. Local candidates preferred. This position is currently remote.  However, position status is subject to change. (90% remote 10% onsite as needed) Onsite work is not likely, but candidate should be prepared to come onsite if required.

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

•             No

On Call hours required? 

•             No

Will the position require any weekend coverage?  (IE: weekend maintenance)

•             No

Is this position Remote, Hybrid**, or In Person? 

•             Remote

Does this position require the candidate to provide a mobile device for use to use as part of this position (ie: iPad/iPhone/Android)?          No

Other Notes:

1.       Selected candidate will be required to provide personal equipment for remote work. Technical specifications of hardware are:

Home Internet Service: Minimum 20 Mbit down and 5 Mbit up.  Capability to plug in network (cat 5a or better) cable to the computer.

Windows Computers

-        Operating System: Windows 10

-        Memory: Minimum 4 GB, Preferred 8 GB+

-        Processor (CPU): Any 32-bit or 64-bit running 2 Gigahertz (GHz) or faster

-        Graphics card that supports Direct3D 11 Video

-        Installation of the latest VMware Horizon Client

Apple Computers

-        Operating System: MacOS: 10.14, 10.15, or 11

-        Memory: Minimum 4GB, preferred 8 GB+

-        Processor (CPU): Any 64-bit Intel-based Mac or ARM M1-based Mac running in emulation with Rosetta 2

-        Installation of the latest VMware Horizon Client

-        It is required to have full audio/video conferencing capabilities (camera and headset).

2.       ALL candidates must be located within the United States.  ALL contact information must also be domestic. Absolutely no work outside of the US is allowed.

3.       Selected candidate will not be assigned specific work-space however, may be required to report in person as needed with minimal notice.

4.       An in-person interview may be required before a final hire is made.  The hiring manager has discretion to allow phone or video interviews at any point during the process.

5.       Please provide three (3) business references for the interview.

6.       The selected candidate will be required to sign all onboarding documents as part of the onboarding process. Candidate will also be required to complete any security training as directed by the division, department, or agency.

7.       The selected candidate will be required to complete a criminal background check and any fingerprinting as required by the position.

8.       This position is budgeted for 1960 hours annually.  Hours will be prorated the first year based on start date.

9.       Agency does not sponsor work visas, either at the time of hire or at any later date

10.  Suppliers must disclose any/all levels of sub-contracting and their respective supplier name(s).

11.  Selected candidate must provide copies of any/all certifications as part of the hiring process.