Help Desk

NOTE:
Candidates must be CURRENT WI residents. No relocation is allowed. Candidate will be required to come onsite for two weeks of training then 1-2 times per week after.

Our client is looking for a Help Desk Professional to provide Identity and Account Management (IAM) services for staff and users of applications, performing 1st and 2nd Tier computer support for internal DWD staff, and managing and deploying computers for staff.

The public-facing applications include various programs. 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.

Knowledge, Skills and Abilities Required:

• Excellent oral and written communication skills
• 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.
• 2 years - MS Office Products including Excel, Word & Outlook
• 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
• 3 years
  - Experience in Technical Writing and Documentation