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 tool (SCCM, Ivanti, etc.).
- Learning management system (LMS) support experience.
- Google Workspace experience.
- Microsoft's Group Policy Object (GPO) experience.
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.
Contract Duration: 6/30/27 with possibility of extension.
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 on a monthly basis for implementations, meetings, etc.
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 on a daily basis. 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 work load 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:
- 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.
Skill Sets:
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 tool (SCCM, Ivanti, etc.).
- Learning management system (LMS) support experience.
- Google Workspace experience.
- Microsoft's Group Policy Object (GPO) experience.