What are the responsibilities and job description for the Hybrid Help Desk 2 position at Sundial Software?
The State of Wisconsin DWD is looking for a Help Desk II
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: 6/30/2027 with potential for 2-year extension.
Onsite or Remote? Candidates must be CURRENT WI residents. No relocation is allowed. Selected hire will be required to come onsite at GEF1 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 DWD standard working hours of 7.45 am – 4.30 pm Central Time.
Project details: 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.