Desktop Support

ATC

REQUIRED SKILLS: (Need All)

Level 3 support and maintenance of workstation software and hardware (5 years or more required)
Incident and Service Request Management (5 years or more REQUIRED)
Peripheral device support (printers/scanner/etc.) and maintenance (2-5 years)

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.)

INTERVIEW PROCESS

Two-round interview process. Microsoft Teams video and potential onsite, or virtual second round.

DESCRIPTION OF ROLE

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 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 while working with business partners. Support an organization of 10,000+ endpoints and users across 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

Other Notables

Travel: 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.
Position information: Staff augmentation; 40 hours/week; daily billing type; day shift; start time 8:00 AM; end time 4:30 PM; weekend work: none; minimum education level: High School; number of positions: 2.
Learning management system (LMS) support experience
Google Workspace experience
Microsoft's Group Policy Object (GPO) experience