NOTE: This is a contract role scheduled to go through 6/30/27 with the potential for a 2-year extension. The role will be onsite the first two weeks in downtown Madison and after that will be onsite 1-2 times/week. Parking is not paid for when in the office.
We are seeking a Help Desk II Technician for our client partner. The service to be performed includes providing Identity and Account Management (IAM) services for our client's applications, performing 1st and 2nd Tier computer support for internal 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.
Candidates must be CURRENT WI residents. No relocation is allowed. Selected hire will be required to come onsite for two weeks of training then 1-2 times per week after. 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 standard working hours of 7:45 am – 4:30 pm Central Time.
Top Required Skills:
- 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.