What are the responsibilities and job description for the Help Desk Analyst - $27 CTC - HYBRID (CURRENT WI Residents) position at Jobs via Dice?
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Job Description:
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),
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.
Required Skills:
Job Description:
- Crop to Crop resumes are accepted Location Requirement: Onsite or Remote? Candidates must be CURRENT WI residents. No relocation is allowed. This position requires candidate be onsite at GEF1, downtown Madison, 1-2 days per week on an ongoing basis.
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),
- handling and fulfilling software service request from customers, 3) Levaraging security tools and
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.
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.
- 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
Salary : $27