W2 - Help Desk II (working with digital tools, customer service, IT support, MS Office Suite) - Hybrid / Local

Description :

The client is looking for a Help Desk II

Will close to submissions on 10 / 22 / 2025 at 4 : 00PM CST.

Top Required Skills & Years of Experience :

At least 1 year of experience working with digital tools, systems, or platforms, with a demonstrated ability to quickly learn new technologies

At least 6 months of experience in a customer service or client facing role, with proven success in resolving issues and building positive relationships

At least 6 months of experience working in team-based environments, actively contributing to shared goals and engaging in open communication with colleagues

Nice to Have Skills :

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

Interview Process : Teams with camera on. PLEASE NOTE : A real-time screenshot photo of the candidate MUST be uploaded to candidate's bid in order to accept an interview request. Please see "DWD Realtime Photo Requirement & Instructions" document in the Attachments section of this posting for details.

Duration of the Contract : 6 / 30 / 2026 with potential for 2-year extension.

Onsite or Remote? Candidates must be CURRENT WI residents. No relocation is allowed. The selected candidate will be required to come into the office 1 day each week. The contractor will be required to be available online, be present to meet all workload requirements, and must be available to attend all scheduled meetings during DWD standard working hours of 7.45 am 4.30 pm Central Time.

Brief Project 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.

Hardware / Software Environment

The support services includes :

1) supporting and managing computer devices (laptops and desktops),

2) handling and fulfilling software service request from customers,

3) Levaraging security tools and Identity and Account Management Tools for managing public user accounts, and

4) Service Request Management, Web-based telephony system, device management and encryption.

The software includes, but is not limited to : Windows 10 / 11, Microsoft Office 365, Adobe products, Ricoh print software, Active Directory, VPN and multi-factor authentication tools.

Full job description attached.

Additional information : All service providers submitted with inconsistencies or falsifications in their credentials will be disqualified and DOA Purchasing will be notified.

Pay rate : $20 / hr on W2.