Help Desk Support Technician - IAM

About the role

Candidates must be CURRENT residents of the Madison, WI area. Selected hire will be required to come onsite 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 standard working hours of 7:45 am - 4:30 pm Central Time.

The service to be performed includes providing Identity and Account Management (IAM) services for staff and public users of applications, performing 1st and 2nd Tier computer support for internal staff, and managing and deploying computers for staff. The public-facing applications include various programs for the Divisions of Unemployment Insurance and Employment Training.

Responsibilities

• Supporting and managing computer devices (laptops and desktops)
• Handling and fulfilling software service request from customers
• Leveraging security tools and Identity and Account Management Tools for managing public user accounts
• 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.

Qualifications

• 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

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

Pay and Benefits

The pay offered is $19.44 - 21.03 per hour. Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

Schedule

Work hours are 8am to 5pm, with standard working hours of 7:45 am - 4:30 pm Central Time.