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. 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.
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 / Problem escalation.
· Support and manage computer devices (laptops and desktops)
· Hande and fulfill 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. Selected hire will be required to come onsite in Madison for two weeks of training then 1-2 times per week after.
Location: Madison, WI
Contract: 1 year
Skills Required:
· 1+ years - 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
· Experience with computer support including IT troubleshooting (hardware, software and network)
Skills Desired – A plus to have:
· 3 years - Experience in Technical Writing and Documentation
· 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 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.
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