Help Desk Customer Service Representative; LTE

Help Desk Customer Service Representative (LTE - Multiple Vacancies)

These positions will run from June to November.

These positions are in-person and headquartered at 201 W Washington Avenue, Madison, WI.

The Wisconsin Elections Commission is charged under Wisconsin Statutes to administer and enforce Wisconsin’s elections laws. A core mission of the Commission is to ensure ongoing and quality education, training, outreach, technical assistance, and advice to municipal clerks, county clerks, and local election inspectors (poll workers) that conduct elections as well as to ensure adherence to, and compliance with Wisconsin election laws and required procedures.

Another core function of the Commission is to provide current and accurate information to the public as well as various governmental and other organizations about the State's electoral processes, voting statistics, and trends. For more information about the Wisconsin Elections Commission.

The Wisconsin Elections Commission (WEC) Help Desk provides customer service to many units of government, including 1,851 municipal clerks and 72 county clerks throughout the State of Wisconsin, in the areas of application user support and election business process support. The WEC Help Desk supports over 2,000 clerks and state staff users in the Wis Vote Election Management System which contains over 3.7 million voter registration records, election management processes, election reporting and other election administration information.

This position functions as part of the agency’s Customer Service Response team (Help Desk) that provides a wide range of informational, technical assistance, and customer service support to the Commission’s customers and partners which include but is not limited to county, municipal, and school district clerks and administrators; voters and members of the general public in the areas of user and business processes and practices.

Duties include generating logon ’s and passwords for all Wis Vote users, responding to Help Desk calls, resolving issues, tracking calls in the call center log, resetting passwords for users, and forwarding issues to appropriate staff.

The IS Resources Support Tech Intermediate (Help Desk Customer Service Representative) classification is assigned to pay schedule/range 06-13. The starting hourly rate for this position will be between $20.00 - $24.00 per hour
, depending on qualifications. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan at the time of hire.

• The selected candidate must not have given a political contribution to a candidate for a partisan state or local office in the twelve months prior to appointment and must comply with the agency's nonpartisan requirements during employment.
• Due to the nature of the position, WEC will conduct background checks on applicants prior to selection. WEC does not sponsor work visas and is not an eligible OPT (Optional Practical Training) employer for F-1 international students. All persons hired will be required to verify identity and eligibility to work in the United States, and to complete the required employment eligibility form.
• Limited Term Employment (LTE) is limited to 1,039 hours in 26 consecutive pay periods (1 year).

Wisconsin residency is required for Limited Term Employment positions.

Limited Term Employment (LTE) positions are not civil service classified positions, do not give any rights to permanent civil service classified positions and do not lead to permanent status

Most days, the schedule will be an 8-hour shift (8-4:30 pm), except Election Day, we are asking staff to work between a 10–12-hour shift and some may be split-shifts, but exceptions can be made for that day too.

Minimally qualified applicants will have EACH of the following:

• Education, training or experience with IS system methodologies, tools and techniques
• Education, training or experience with Microsoft office software (i.e. Word, Excel, Outlook, etc.)
• Education training or experience providing hardware, software and application support to a wide variety of users.
• Experience providing customer service, in an office environment, as the first point of contact with customers
• Experience providing administrative and program support to management staff and management. (e.g., may include tasks such as data entry, drafting general correspondence, and proofing documents).

In addition, well-qualified candidates will have education, training or experience in at least one of the following:

• Customer Service Center Tracking Tools
• Troubleshooting network connectivity issues and resolutions

The State of Wisconsin is committed to providing opportunities to all applicants from all backgrounds. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Any applicants and employees with a disability may request reasonable accommodations.