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Requirement id 105751
Job title Consultant
Job location in Madison, WI
Skills required Analytical Ability, Oral And Written Communication, Customer Service, MS Outlook MS Excel RSA RACF MS Office 2
Open Date 15-Apr-2020
Close Date
Job type Contract
Duration 2 Months
Compensation DOE
Status requirement ---
Job interview type ---
   Email Recruiter: coolsoft
Job Description Consultant: Analytical Ability, Oral And Written Communication, Customer Service, MS Outlook MS Excel RSA RACF MS Office 2

Start Date :05/11/2020
End Date :06/30/2020
Submission Deadline :Due to SCS 04/21/2020 by 8:00 a.m.

Client Info :DWD - Department of Workforce Development (DWD)

Note :

* Renewals/Extensions through 11/11/2020

* Position Type: New/Full-Time

Description :

This request will enable BITS to support the increased demand for Service Desk Operations directly related to the COVID-19 pandemic, providing access to DWD online applications and service delivery to DWD staff requiring computer support.

The service to be performed includes providing Identity and Account Management (IAM) services for DWD staff and public users of DWD internet-based applications, performing 1st and 2nd Tier computer support for internal DWD staff, and managing and deploying computers for DWD staff. The external 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 support includes advanced troubleshooting (hardware, software and network), problem documentation, customer assistance, and problem escalation. The contractor service would be responsible for computer build activities including building computer devices, installing software, performing asset management activities and improving the overall service delivery process for agency customers. 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 external IAM support for public citizens is part of the core service the state provides in administering the Unemployment Insurance and Job Training programs to Wisconsin citizens because use of the online application is mandatory for many programs.

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) Leveraging security tools and Identity and Account Management Tools for managing public user accounts, and 4) Cherwell Management, Cares Centurion Management Systems, LANDesk, and Secure Doc. The software includes, but is not limited to: Windows 7, Windows 10, Microsoft Office 365, Office 2010, Office 2016, Adobe products, Ricoh print software, Active Directory, VPN and multi-factor authentication tools.

Comment:
Due to the nature of this position, a criminal background check or other checks may be required prior to appointment. This position has access to sensitive federal tax information; FBI fingerprinting will be required.

Phone, Web Based, and/or In-Person interviews acceptable for all interview phases.
 
Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 105751 while calling.
 
Other jobs in WI: De Pere (2), Green Bay (8), Kenosha (2), Madidson (1), Madison (36), Menomonee Falls (19), Milwaukee (59), Sun Prarie (1), Unknown (2), Waukesha (2),
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(Consultant: Analytical Ability, Oral And Written Communication, Customer Service, MS Outlook MS Excel RSA RACF MS Office 2 in Madison, WI)
     
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