Desktop Support IV

Project details: The primary responsibilities are to support, test, maintain and install in the following areas: workstation hardware, software, Operating System (OS) currency and support, application certification, and software distribution/update methods. Collaborate with a team of 10 technicians and 1 project manager daily. Assist on tier 2/3 desktop support Incidents and Requests. Assist with projects to implement new hardware and/or software working with our business partners. Support an organization of 10,000 + end points and users across the state of Wisconsin.

This role requires applicants to participate in tier three desktop support; assist in projects as a technical resource; work on a team of 8 technicians as well as independently; be comfortable working for a larger organization consisting of over 9,000 devices and 10,000 users. Must be able to balance workload of incident/service requests and project work. Professional verbal and written communication skills are a must. This is a remote position with occasional office/site visits for troubleshooting and/or project work.

The candidate must work and live in the state of Wisconsin.  

The main activities for this role are as follows: (7+ years)

·         Tier 3 support and maintenance of workstation software and hardware

·         Support and maintenance of Operating Systems for user workstations

·         Peripheral device support (printers/scanner/etc) and maintenance

·         Incident and Service Request Management

·         Technical assistance on projects as assigned by Desktop Support Supervisor

Skillsets: 
 Top Required Skills & Years of Experience:

·         Tier 3 support and maintenance of workstation software and hardware (5 years or more required)

·         Support and maintenance of Operating Systems for user workstations (5 years or more required)

·         Peripheral device support (printers/scanner/etc) and maintenance (2-5 years or more preferred)

·         Incident and Service Request Management (5 years or more REQUIRED)

·         Technical assistance on projects as assigned by Desktop Support Supervisor (2-5 years or more preferred)

·         Strong written and oral customer support correspondence experience (5 years or more required)

Nice to Have Skills:

·         Packaging software applications for mass deployment using management tool (SCCM, Ivanti, etc.)

·         Patch Management

·         Imaging experience using management tools (SCCM, Ivanti, etc.)

·         Learning management system (LMS) support experience

·         Google Workspace experience

·         Microsoft's Group Policy Object (GPO) experience

Notes:

Some occasional travel may be required to assist on project work in the prisons, or other offices for implementations. Option to use Company vehicle or be reimbursed. Required in-person/onsite meeting in Madison once a month.

Interview Process: Two Round Interview Process. Microsoft Teams video and potential onsite, or virtual second round.

Onsite or Remote: Candidate must be a CURRENT WI resident. No relocation allowed. This role is mostly remote within the State of Wisconsin but may require coming into the central office monthly for implementations, meetings, etc.