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

Tasks

• 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.
• Supporting and managing computer devices (laptops and desktops)
• Handling and fulfilling software service request from customers
• Levaraging security tools and Identity and Account Management Tools for managing public user accounts
• 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.

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. This position requires candidates be onsite at downtown Madison, 1-2 days per week on an ongoing basis.

Training will be onsite M-F for the first two weeks. 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.

Location: Madison, WI (Hybrid)

Contract: 1 years

Skills Required:

• Experience providing IT support in a professional setting
• Experience providing identity management administration
• 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 relationships.
• 6 Months - Experience working in team-based environments, actively contributing to shared goals and engaging in open communication with colleagues.
• 2 years - (Excel, Word, Outlook, office products) MS

Skills Desired A plus to have:

• 3 years - Experience in Technical Writing and Documentation
• 2 years - Experience with HYENA
• Experience working with a web-based ACD system
• Experience verifying confidential account credentials
• Experience working with conference room technology
• Experience providing Help Desk services for government
• Experience with DWD's environments

*** 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