Role: Desktop Support-IV
Location: Remote - Madison, WI
Duration: 11 Months
Interview: MS Teams
Note: 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 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:
• 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 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 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 tools (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
Interview Process:
• Two Round Interview Process. Microsoft Teams video and potential onsite, or virtual second round.
Contract Duration:
• 06/30/27 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.
Will this position have access to FTI (Federal Tax Information)?
• No
Travel Required?
Yes-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.