Help Desk III - KYYBA, Inc

Knowledge Services Position Title: Help Desk 3

**CANDIDATES MUST PROVIDE THEIR OWN HARDWARE**

**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.

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 willing TO RELOCATE will NOT be considered and should not be submitted.

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

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.

Will this position have access to FTI (Federal Tax Information)? No

On Call hours required? No

Detailed Job Description:

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.

Qualifications & years of experience:

Qualification

IT Service Management tools (Incidents & Service Request)

Active Directory Tools

Experience

3 years

3 years

3 years

3 years

Microsoft Office Suite

3 years

Network Topology

3 years

Local Area Networks (LAN)

Microsoft Windows 10/11

Other Notes to Suppliers:

1. 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 Client-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)

2. 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.

3. 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.

4. Selected candidate will not be assigned specific work-space however, may be required to

report in person as needed with minimal notice.

5. 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.

6. Please provide three (3) business references for the interview.

7. 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.

8. The selected candidate will be required to complete a criminal background check and

any fingerprinting as required by the position.

9. This position is budgeted for 1960 hours annually. Hours will be prorated the first year

based on start date.

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

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

name(s).

12. 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.