Desktop Support Technician

Company: Interactive Business Systems, Inc.
Location: Madison
Posted on: January 8, 2021

Job Description:

Interactive Business Systems is teaming up with a Madison, WI area client to locate and bring on a Desktop Support consultant for a contract opportunity!* The service to be performed includes providing Identity and Account Management (IAM) services for staff and public users of internet based applications, performing 1st and 2nd Tier computer support for internal staff, and managing and deploying computers for staff. The external applications include various programs for 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.Job Requirements:* supporting and managing computer devices (laptops and desktops),* handling and fulfilling software service request from customers,* Levaraging security tools and Identity and Account Management Tools for managing public user accounts, and* Cherwell Management, Cares Centurion Management Systems, LANDesk, and SecureDoc. 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.IBS offers a competitive salary and comprehensive benefits package to all employees. Referral and sign-on bonuses may also be available.About IBS: IBS, Interactive Business Systems, Inc., is an IT solutions and staffing company known for achieving business objectives and bottom-line results through the smart architecting, implementation and management of technology. In three decades of developing the technology applications, tools, environments and teams that foster top business performance, we have become an industry-leading IT services provider.

Keywords: Interactive Business Systems, Inc., Madison , Desktop Support Technician, Professions , Madison, Wisconsin