Help Desk Consultant

Location DCF is at 201 W. Washington Ave., Madison, WI 53703, but the role can be 100% remote after on boarding

Long Term Project

Interview Process :

• Phone and web-based interviews are acceptable. However, an in-person interview may be required.
• Interviews will be set up shortly after the posting close date.
• Candidates must provide three (3) business references for the interview. One reference must be at a supervisory level.

CLARIFICATION THERE WAS SOME CONFUSION ON WHERE REMOTE WORK COULD BE DONE. UPDATED DETAILS BELOW. IN SHORT, THE ROLE CAN BE DONE REMOTE ONLY IF CANDIDATE IS IN WISCONSIN (NO WORK ALLOWED OUTSIDE OF WISCONSIN) FOR THE DURATION OF THE CONTRACT

Skills Required :

Feel free to share with me candidates if they meet the following criteria :

• The candidate has 3 years in Help Desk roles.
• The candidate is currently in Wisconsin (or can relocate at the start) and will be there for the duration of the contract.
• The candidate can do 1-2 weeks of onsite training in Madison (location above; no expense reimbursement).
• The candidate is OK with working remotely (from WI) and, while remote, can provide the equipment to do the role (see the job description for details)
• The candidate has a history with two of the three below :

o IT Service Management Tools (Incident and Service Request focus)

o Active Directory Tools

o Support of Microsoft Windows 10 / 11 installations

o Networking Troubleshooting, Changes, Topology, LAN / WAN

Top Skills :

Ability to troubleshoot and resolve issues quickly

Attention to detail

Able to work independently in a highly collaborative environment

Fast and accurate typing

Qualifications; Years of Experience :

IT Service Management tools (Incidents & Service Requests) : 3 years

Active Directory Tools : 3 years

Microsoft Windows 10 / 11 : 3 years

Microsoft Office Suite : 3 years

Network Topology : 3 years

Local Area Networks (LAN) : 3 years

Detailed Job Description :

Duties will include a primary support function associated with service desk functionality and will have key responsibilities associated with the development of support and training materials to be used to provide direct training to staff in both one-on-one situations and group environments.

Direct support of customers over the phone will be a primary function of this role, as well as hands-on support for DCF staff and partners.

The contractor will be required to resolve daily user issues covering a wide range of technology support tasks from printing, login, and remote access to specific application-related support tools such as eWiSACWIS, CARES, and KIDS.

The contract staff will be key in troubleshooting and resolving user issues quickly

and successfully on the first contact whenever possible as issues relate to the implementation of a single technology infrastructure for this agency.

Interview Process :

Phone and web-based interviews are acceptable. However, an in-person interview may be required.

Interviews will be set up shortly after the posting close date.

Candidates must provide three (3) business references for the interview. One reference must be at a supervisory level.

Additional Details :

Selected candidate must provide personal equipment for remote work, including a computer with specific technical specifications (Windows or MacOS) and dual monitor capability.

Home internet service must have a minimum of 20 Mbit down and 5 Mbit up.

DCF will provide a VOIP desk phone, headset, network cords, and smart card reader. The candidate must have the ability to plug the desk phone into a network jack (ethernet).

Selected candidate must be located within the United States and follow all DCF work rules.

Candidate must be available to perform all work during Central Standard Time (CST) business hours (9 : 00 am 3 : 00 pm CST).

All work must be done in Wisconsin. Candidate must be a Wisconsin resident or willing to relocate to Wisconsin within 30 days of the start date at their own expense.

An in-person interview may be required before a final hire is made. The hiring manager has discretion to allow phone or Zoom interviews at any point during the process.

The selected candidate will be required to sign all onboarding documents as part of the onboarding process and complete any security training as directed by the division, department, or agency.

The selected candidate will be required to complete a criminal background check and any fingerprinting as required by the position.

This position is budgeted for 1960 hours annually. Hours will be prorated the first year based on the start date.

DCF does not sponsor work visas either at the time of hire or at any later date.

Suppliers must disclose any / all levels of sub-contracting and their respective supplier names.

Selected candidate must provide copies of any / all certifications as part of the hiring process.

Last updated : 2024-06-22