• Help Desk IAM Consultant

    COOLSOFT (Madison, WI)


    Help Desk IAM Consultant

     

    (Jobs in Madison, WI)

     

    Requirement id 155542

     

    Job title Consultant

     

    Job location in Madison, WI

     

    Skills required Customer Service, Communication Skills, Help Desk, IAM

     

    Open Date 15-Oct-2025

     

    Close Date

     

    Job type Contract

     

    Duration 8 Months

     

    Compensation DOE

     

    Status requirement ---

     

    Job interview type ---

     

    Email Recruiter:coolsoft

     

    Job Description Consultant: Customer Service, Communication Skills, Help Desk, IAM

     

    Start date : 11/10/2025

     

    End Date : 06/30/2026

     

    Submission deadline : 10/22/2025 4:00:00 PM

     

    Client Info : DWD

    Note:

    * Interview Process: Teams with camera on.

    * PLEASE NOTE: A real-time screenshot photo of the candidate MUST be uploaded to candidates bid in order to accept an interview request.

    * Please see "DWD Realtime Photo Requirement & Instructions" document in the Attachments section of this posting for details.

    * Duration of the Contract: 6/30/2026 with potential for 2-year extension.

    * Onsite or Remote? Candidates must be CURRENT WI residents. No relocation is allowed. The selected candidate will be required to come into the office 1 day each week. 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 DWD standard working hours of 7.45 am – 4.30 pm Central Time.

    Description :

    The service to be performed includes providing Identity and Account Management (IAM) services for

    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 orunlocking 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. The1st and2nd 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.

     

    Call502-379-4456 Ext 100for more details. Please provide Requirement id: 155542 while calling.

     

    EOE Protected Veterans/Disability