Description:

The client is looking for a Desktop Support IV.

Will close to submissions on 9/9/2024 at 4:00PM CST.

- Excellent Customer Service and problem-solving skills required.
- Familiar with a variety of the concepts, practices, and procedures.
- Account management, device imaging and deployment, application deployment, and integration of agency configuration management for Help Desk staff to use daily

Nice to have skills:
- Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks.
- 10+ years of experience in the following:
- A wide degree of creativity and latitude is expected.

Interview Process: Teams interview

Duration: 6/30/25 with probable extensions.

Remote or On-site? Hybrid 60% onsite/minimum. During Training, 100% onsite is required. Candidate MUST be a WI resident or willing to relocate to WI at their own expense prior to starting the role.

Customer service focused technical support, problem diagnosis, troubleshooting, resolution, security, and maintenance of end-user devices and other related technologies and systems in an enterprise networked environment.

1 . Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.
2. Provide Help Desk staff with guidance on effective use of remote support tools for efficient end user support strategies and use remote tools to connect, diagnose, and resolve technical support issues as necessary.
3. Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services.
4. Setup and support PC hardware, peripherals, software and related devices.
5. Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
6. Install and support Microsoft client operating systems in an Enterprise environment.
7. Install and support office productivity software, client and cloud-based.
8. Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
9. Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights.
10. Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads.
11 . Assist in monitoring systems that track security across hardware and software on end-user devices.

1 . Administer asset management platform for the automated inventory and tracking of device assignment and licensing of software for managed computers.
2. Act as Technical Service team's liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents.
3. Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
4. Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency.
5. Lead team efforts to create, update, and troubleshoot software deployment platform.
6. Train new Help Desk employees as needed and provide documentation
7. Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
8. Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations.
9. Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights.
10. Manage endpoint protection including automated remediation and updates.
11. Certify new equipment standards including laptops, monitors, docking stations.

1. Provide direction and guidance for the processing and resolution of help desk tickets.
2. Determine best mechanisms for assignment of help request tickets among team.
3. Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible.
4. Document knowledge in the form of knowledge base tech notes and articles
5. Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.
6. Provide input on increasing and improving efficient end user support strategies.
7. Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting

Within the Instructional Technology Services team, providing technical support to staff as part of the internal Help Desk team as well as providing account management, device imaging and deployment, application deployment, and integration of agency configuration management for Help Desk staff to use daily. The position also provides an advanced troubleshooting skill set for resolving complex computer support issues prior to involving System Engineers, and assists in ensuring established technical, security, and procedural processes are followed.

The position works to support and secure end-user technologies, including system management tools and software services. Additionally, this position shares responsibility for formulating and establishing agency technical policies, procedures and guidelines for monitoring, managing and maintaining personal computer systems in a complex server and network environment. This position also works within the Technical Services team to provide team and agency wide leadership for administering and further developing ticketing systems for IT process management. The work environment requires team communication, cooperation, collaboration, and participation in planning.