Help Desk II(157954)

JOB REQUIREMENTS: The service to be performed includes providingIdentity and Account Management (IAM) services for DWD staff and publicusers of DWD applications, performing 1st and 2nd Tier computer supportfor internal DWD staff, and managing and deploying computers for DWDstaff. The public-facing applications include various programs for theDivisions of Unemployment Insurance and Employment Training. Theproposed service includes verifying the identity of the caller,resetting their password and or unlocking their account, instructing thecaller to use self-service account recovery in the future, forwardingthe call to another call center if needed for further assistance, anddocumenting the details of the call. The 1st and 2nd Tier computersupport includes IT troubleshooting (hardware, software and network),problem documentation, customer assistance, and problem escalation. Theservices and quality provided will be monitored by the ITSC supervisorutilizing real-time data generated by the call manager and ticketingsoftware, as well as quality assurance recordings. The support servicesincludes: 1) supporting and managing computer devices (laptops anddesktops) 2) handling and fulfilling software service request fromcustomers 3) Levaraging security tools and Identity and AccountManagement Tools for managing public user accounts 4) Service RequestManagement, Web-based telephony system, device management andencryption. The software includes, but is not limited to: Windows 10/11,Microsoft Office 365, Adobe products, Ricoh print software, ActiveDirectory, VPN and multi-factor authentication tools. This positionrequires candidate be onsite at GEF1, downtown Madison, 1-2 days perweek on an ongoing basis. OTHER EXPERIENCE ANDQUALIFICATIONS: MANDATORY REQUIREMENTS: Experience working with digitaltools, systems, or platforms with a demonstrated ability to quicklylearn new technologies. - 1 year Experience in a customer service orclient-facing role, with proven success in resolving issues and buildingpositive relationships. - 1 year Experience working in team-basedenvironments, actively contributing to shared goals and engaging in opencommunication with colleagues. - 1 year Experience working withMicrosoft Office Suite 1 year Experience providing Identity managementadministration 1 year NICE TO HAVE SKILLS: Experience working with aweb-based ACD system Experience verifying confidential accountcredentials Experience working with conference room technology APPLICATION INSTRUCTIONS: E-Mail a Rsum:

Created: 2026-05-02