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Help Desk

Company: Dice.com
Location: Madison
Posted on: May 13, 2020

Job Description:

Our client is looking for several help Desk consultants to provide support to meet the increased demand for Service Desk Operations directly related to the COVID-19 pandemic, providing access to online applications and service delivery to claimants needing access to Unemployment Insurance systems. The service to be performed includes providing Identity and Account Management (IAM) services for public users of internet-based applications for the Divisions of Unemployment Insurance. 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 services and quality provided will be monitored by the 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 to Wisconsin citizens because use of the online application is mandatory. HardwareSoftware Environment The support services includes 1) Leveraging security tools and Identity and Account Management Tools for managing public user accounts, and 2) Cherwell Management, Cares Centurion Management Systems, The software includes, but is not limited to Windows 10, Microsoft Office 365, Office 2010, Office 2016, Adobe products, WIEXT account management tools, VPN and multi-factor authentication tools. Location Madison, WI Remote Contract 5+ months NOTE These positions will be onsite for training, then work from home until further directed. Skills Required 2 - 3 years of experience in the following Analyticalproblem solving skills Excellent oral and written communication skills Experience providing direct customer service MS Office products Excel Outlook (MS) Word (MS) MS Office 2010O365 MS Windows 7Windows 10 ndash System ConfigurationUpgrade Skills Desired ndash A plus to have 1 year - Project (MS) 1 year - Active Directory Tools 1 year - Documenting requirements 3 years - IT Technologies - skills, concepts 1 year - Active Directory Local candidates preferred, not mandatory s and those authorized to work in the US are encouraged to apply. We are not sponsoring H1B candidates at this time. Companies submitting candidates should only submit direct W2 employees for this position. This includes H1B visa candidates and therefore your company must be the visa sponsor. Please submit your resume by using the "apply" button below

Keywords: Dice.com, Madison , Help Desk, Other , Madison, Wisconsin

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