Desktop Support

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