DETAILS
This full-time position supports education in Wisconsin by serving on the internal technology support team for the Department of Public Instruction (DPI). This team supports DPI staff's technical needs, including troubleshooting and resolving computer support issues, escalating issues when needed, configuring, maintaining, and deploying desktop equipment, and related group policies (GPOs), while following established technical and procedural processes.
Support is provided in a complex professional technical environment. The main clients are DPI leadership, IT managers, and other DPI staff. The position requires multitasking, self-initiation, and independent work. However, the help desk team operates collaboratively
Required Skills (1+ years):
- Microsoft Office 365 Support
- Windows 10 Support
- General software troubleshooting
- Experience creating standard operating documentation for undocumented processes
- Experience creating troubleshooting documentation for new software and hardware issues
- Experience evaluating new hardware and software for agency standardization
Nice to Have Skills:
- Remote support
- Workstation imaging
- Adaptable learner in IT
- Experience using Intune for remote and mobile device management
Interview Process:
- One round via Microsoft Teams (camera and audio required)
Equipment:
- PC hardware, peripherals, software, and related devices
Additional Details:
- No travel required
- Security clearance required
Full Detail Description of Potential Responsibilities (focus on must/nice list above):
Customer service focused on technical support, problem diagnosis, troubleshooting, resolution, and security in an enterprise networked environment.
- Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, and in-person requests for assistance from internal end-users experiencing problems with hardware, software, networking, and other computer-related activities across the agency.
- 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.
- Support Wi-Fi connections/issues on agency-provided equipment and guest/extranet Wi-Fi services.
- Set up and support PC hardware, peripherals, software, and related devices.
- Diagnoses, researches, and identifies solutions to reported system issues, escalating or teaming with System Engineers as necessary.
- Install and support Microsoft client operating systems in an Enterprise environment.
- Install and support office productivity software, client and cloud based.
- Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
- Follow agency protocols regarding directory services to manage access and deploy device policy and account rights.
- Diagnose and resolve potential end-user security breaches such as malware infections or escalate, as appropriate, to agency security leads.
- Assist in monitoring systems that track security across hardware and software on end-user devices.
Enterprise Device Configuration Management
- Act as the Technical Service liaison to other teams for intake, transfer, and routing of user-reported incidents.
- Provide an experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
- Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency.
- Train new Help Desk employees as needed and provide documentation
- Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
- Support the installation, configuration, and maintenance of commercial software applications as needed via an automation platform, including self-service access for user software installations.
- Participate in ongoing improvements regarding directory services for managing access and deploying device policy and account rights.
- Manage endpoint protection, including automated remediation and updates.
Technology Help Desk Documentation.
- Provide direction and guidance for the processing and resolution of help desk tickets.
- Determine the best mechanisms for assigning help request tickets among the team.
- Whenever possible, review issues before escalation to determine escalation points for technology help from System Engineers.
- Document knowledge in the form of knowledge base tech notes and articles
- Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.
- Provide input on increasing and improving efficient end-user support strategies.
- Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting