Job description
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.