W2 - Desktop Support II (Microsoft Windows and Office, IT Problem solving skills) - Onsite

Description:

The State of Wisconsin is seeking Desktop Support II

Top 3 Required Skills:
- Microsoft Windows and Office experience (3 years)
- IT Problem solving skills (3 years)
- Written and verbal communication skills (3 years),

Nice to Have Skills:
- Experience working with a web-based telephony system
- Experience verifying confidential account credentials
- Experience working with conference room technology
- Experience imaging/deploying workstations

Interview Process: Online via TEAMs
Contract Duration: 6/30/23
Onsite or Remote: Candidates MUST be local to WI or willing to relocate prior to starting at their own expense. Required to be on-site 2
days/week in Madison, WI.

Brief Project Description
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 contractor service would be responsible for computer build activities including building computer devices, installing software, performing asset management activities and improving the overall service delivery process for agency customers. The services and quality provided will be monitored by the ITSC supervisor utilizing real-time data enerated b the call mana er and ticketin software, as well as ualit assurance recordin s.

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 Directo , VPN and multi-factor authentication tools.