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.
The support services includes:
- 1) supporting and managing computer devices (laptops and desktops),
- 2) handling and fulfilling software service request from customers,
- 3) Levaraging security tools and Identity and Account Management Tools for managing public user accounts, and
- 4) Service Request 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:
- Experience providing IT support in a professional setting
- Experience working with Microsoft Office Suite
- Experience providing Identity management administration
nice to have skills:
- Experience working with a web-based telephony system
- Experience verifying confidential account credentials
- Experience working with conference room technology
