Job Details

The State of Wisconsin is looking for one (1) Help Desk III

Candidate MUST be a WI resident.

WISCONSIN ONLY POSTING:

POSTING IS FOR WISCONSIN BASED CANDIDATES ONLY (OR THOSE WILLING TO RELOCATE TO WISCONSIN WITHIN 30 DAYS OF THE START DATE). Candidates that are NOT located IN WISCONSIN or NOT willing TO RELOCATE within that timeframe will NOT be considered and should not be submitted. ALL WORK MUST BE DONE IN WISCONSIN

NOTICE:

Candidates that are submitted to this posting and do not meet the required qualifications, restrictions, or requirements will NOT be allowed to be resubmitted to future re-postings of the position. False or inaccurate submissions will be reported.

**CANDIDATES MUST PROVIDE THEIR OWN HARDWARE**

Duties will include a primary support function associated with service desk functionality and will have key responsibilities associate with development of support and training materials to be used to provide direct training to staff both one-on-one situations, and in 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 being required of this contractor as they resolve daily user issues covering a wide range of technology support tasks from printing, login, and remote access to explicit application related support tools such as eWiSACWIS and CARES and KIDS. This contract staff will be key in this role to troubleshooting and resolving users issues quickly and successfully on first contact whenever possible as issues related to implementation of a single technology infrastructure for this agency.

Qualification

Experience

IT Service Management tools (Incidents & Service Request)

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

Top 3-4 desired skills required for the position:

• Ability to troubleshoot and resolve issues quickly.
• Attention to detail.
• Able to work independently in a highly collaborative environment.
• Fast and accurate typing

INTERVIEW NOTES: PLEASE NOTE: A real-time screenshot photo of the candidate MUST be uploaded to candidate's bid upon confirming the interview. Please see "DCF Realtime Photo Requirement & Instructions" document in the Attachments section of this posting for details.

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

IMPORTANT NOTES:

• Candidate MUST be physically located in the United States. International candidates/phone numbers will not be accepted.
• Candidate must follow ALL DCF work rules.
• Candidate must be available to perform all work during the Central Standard Time (CST) business hours 9:00 am - 3 pm (or CST hours as defined by the hiring manager)
• Candidate will be required to provide their own equipment for this position (See job description for required specifications.)

Duration:

• 06/30/2025, with the potential to extend for an additional term(s)

Onsite or Remote:

• This position is currently remote. However, position status is subject to change.
• Candidate must be available to be onsite at the DCF office in Madison for the first full week (possibly 2 weeks) of training. After the first week (or 2 weeks) of onsite training, the candidate will have the option to be in-person, hybrid or fully remote.
• Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense.

Will this position have access to FTI (Federal Tax Information)?

• No

On Call hours required?

• No

Is this position Remote, Hybrid**, or In Person?

• Position requires a minimum of one week of in-person training at the DCF Madison office location. Potential second week of in-person training dependent on first week. After training is complete, candidate has option to be in-person, hybrid, or fully remote.

Security Required:

• Yes

Other Notes to Suppliers:

Selected candidate will be required to provide personal equipment for remote work.

Home Internet Service: Minimum 20 Mbit down and 5 Mbit up. Capability to plug in network (cat 5a or better) cable to the computer.

Minimum technical specifications of hardware are:

Windows Computers

• Operating System: Windows 10
• Memory: Minimum 4 GB, Preferred 8 GB+
• Processor (CPU): Any 32-bit or 64-bit running 2 Gigahertz (GHz) or faster
• Graphics card that supports Direct3D 11 Video
• Installation of the latest VMware Horizon Client

Apple Computers

• Operating System: MacOS: 10.14, 10.15, or 11
• Memory: Minimum 4GB, preferred 8 GB+
• Processor (CPU): Any 64-bit Intel-based Mac or ARM M1-based Mac running in emulation with Rosetta 2
• Installation of the latest VMware Horizon Client

It is required to have dual monitor or equivalent capability.

It is required to have full audio/video conferencing capabilities (camera and headset)

1. DCF will provide a VOIP desk phone, headset, network cords, and smart card reader. Ability to plug desk phone into a network jack (ethernet) is required.
2. ALL candidates must be located within the United States. ALL contact information must also be domestic. Absolutely no work outside of the US is allowed.
3. Selected candidate will not be assigned specific workspace, however, may be required to report in person as needed with minimal notice.
4. 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.
5. Please provide three (3) business references for the interview.
6. The selected candidate will be required to sign all onboarding documents as part of the onboarding process. Candidate will also be required to complete any security training as directed by the division, department, or agency.
7. The selected candidate will be required to complete a criminal background check and any fingerprinting as required by the position.
8. This position is budgeted for 1960 hours annually. Hours will be prorated the first year based on start date.
9. DCF does not sponsor work visas, either at the time of hire or at any later date
10. Suppliers must disclose any/all levels of sub-contracting and their respective supplier name(s).
11. Selected candidate must provide copies of any/all certifications as part of the hiring process.

Please note the qualifications for this position per the contract:

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field.