DWD Madison, WI. Help Desk professional, 6+ months. $24.hr. Please reach
6086586915
This request will enable BITS to support the increased demand for Service Desk Operations directely related to the COVID-19 pandemic, providing access to DWD online applications and service delivery to DWD staff requiring computer support.
The service to be performed includes providing Identity and Account Management (IAM) services for DWD staff and public users of DWD internet based applications, performing 1st and 2nd Tier computer support for internal DWD staff, and managing and deploying computers for DWD staff. The external 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 support includes advanced 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 generated by the call manager and ticketing software, as well as quality assurance recordings. The external IAM support for public citizens is part of the core service the state provides in administering the Unemployment Insurance and Job Training programs to Wisconsin citizens because use of the online application is mandatory for many programs.
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) Cherwell Management, Cares Centurion Management Systems, LANDesk, and SecureDoc. The software includes, but is not limited to: Windows 7, Windows 10, Microsoft Office 365, Office 2010, Office 2016, Adobe products, Ricoh print software, Active Directory, VPN and multi-factor authentication tools.
Qualification
Rating
Must Have
General Competencies
Analytical/problem solving skills
3 years
Excellent oral and written communication skills
and 3 years
Experience providing direct customer service
3 years
Information Technology - Commonly Used Software
Excel (MS)
and 2 years
MS Office products
2 years
Outlook (MS)
2 years
Word (MS)
and 2 years
Information Technology - Security
Experienced with HYENA
2 years
Experienced with RSA
2 years
RACF
and 2 years
Information Technology - Software
MS Office 2010/O365
2 years
MS Windows 7/Windows 10 – System Configuration/Upgrade
2 years
Nice to Have
Information Technology - Commonly Used Software
Project (MS)
and 1 years
Information Technology - Desktop Support
Active Directory Tools
and 1 years
Information Technology - Operating Systems
Operating system administration (e.g., monitoring, process control, threads, upgrades and patching)
and 1 years
Information Technology - Requirements
Documenting requirements
and 1 years
IT Technologies - skills, concepts
3 years
Information Technology - Security
Active Directory
and 1 years
Implement and enforce security requirements
and 2 years
Engagement End Date
2021-06-30
Estimated Project End Date
06/30/2021