Source description
About the role
Job Title: Help Desk II
*Need local to WI
Job Description:
The service to be performed includes providing Identity and Account Management (IAM) services for
DWD staff and public users of DWD applications, performing 1st and 2nd Tier computer support for internal DWD staff, and managing and deploying computers for DWD staff. The public-facing 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 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.
Top Skills & Years of Experience
Experience in an IT support role in a professional setting – 3 yrs.
1 st and 2 nd tier computer support – 3 yrs.
Access and Identity Management (IAM) Support – 3 yrs.
MS Office experience – 3 yrs.
Nice to Have:
Experience working with a web-based telephony systems
Experience verifying confidential account credentials
Experience working with conference room technology
WI State agency experience
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