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Help Desk - IAM
Help Desk - IAMCodeworks L.L.C • Madison, WI, US
Help Desk - IAM

Help Desk - IAM

Codeworks L.L.C • Madison, WI, US
16 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Codeworks is an IT Services firm headquartered in SE Wisconsin, known for our strong commitment to quality and for our direct client relationships.

Who We’re Looking For :

The service to be performed includes providing Identity and Account Management (IAM) services for staff and public users applications, performing 1st and 2nd Tier computer support for internal DWD staff, and managing and deploying computers for staff.

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.

  • Duration of the Contract : 6 / 30 / 2026 with potential for 2-year extension.
  • Location : Hybrid of 1 day per week in Madison office. Candidates must be CURRENT WI residents. No relocation is allowed. 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.
  • Interview Process : Teams with camera on. PLEASE NOTE : A real-time screenshot photo of the candidate MUST be uploaded to accept an interview request.

Responsibilities :

  • Support and manage computer devices (laptops and desktops).
  • Handle and fulfill software service requests from customers.
  • Leverage security tools and Identity and Account Management Tools for managing public user accounts.
  • 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.

    • Qualifications :

  • 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 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

    • About Codeworks : Codeworks has over 25 years of experience serving Fortune 1000 companies in Wisconsin as well as our client's national locations. Our recruiting team excels at evaluating, advising, and connecting IT professionals with new opportunities that will satisfy their expectations regarding income and opportunity for growth. At Codeworks, we're committed to diversity, equity, and inclusion in our workforce and beyond. We believe in equal opportunities and value the unique perspectives that every individual brings to our team. Join us in creating an inclusive, innovative, and collaborative workplace where your talents can thrive.

    Codeworks is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military / veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

    Codeworks, LLC discloses that the anticipated hourly pay range for this position is between $16 and $20. This range is subject to change based on job-related factors, including client requirements where applicable.

    All full time Codeworks employees are eligible to enroll in the company’s medical, dental, vision, and life insurance plans. Additionally, employees can participate in Codeworks’ 401(k) retirement plan.

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    Help Desk • Madison, WI, US