CICS Microsoft Word And Excel Office Office Consultant

Responsibilities

Provide Identity and Account Management (IAM) services for DWD staff and public users of DWD applications. Manage and deploy computers for DWD staff. Perform 1st and 2nd tier computer support for internal DWD staff.

Verify the identity of callers, reset passwords and/or unlock accounts, instruct callers to use self‑service account recovery, forward calls to another call center when necessary, and document call details.

Provide IT troubleshooting (hardware, software, and network) for 1st and 2nd tier support, document problems, assist customers, and perform 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.

The public‑facing applications include various programs for the Divisions of Unemployment Insurance and Employment Training.

• CICS
• Microsoft Office 2010
• Microsoft Office 365
• Excel
• 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

• 7‑Year Standard Background Check performed internally by HR
• Fingerprinting required if working with FTI
• Real‑time screenshot photo of the candidate must be uploaded to accept an interview request
• Current Wisconsin resident; no relocation allowed
• Onsite training at GEF 1 for two weeks, followed by 1-2 onsite visits per week thereafter
• Available online and present to meet all workload requirements; must attend all scheduled meetings during DWD standard working hours of 7:45 AM – 4:30 PM Central Time

EOE Protected Veterans/Disability