W2 - Desktop Support III ServiceDesk Image deploy PCs Troubleshoot hw OS sw issues Hybrid

The client is looking for Desktop Support III.

Service Desk & IT/Desktop Support (25 years of relevant experience but the manager will consider an IT education in lieu of or in combination with some years of experience).
Image and deploy PCs
Troubleshoot hardware issues OS and software issues

Strong communication and customer service skills
Flexibility to help service desk during peak hours

Interview Process: Microsoft Teams

Duration: Through 6/30/2024 with possible extension

Remote or Onsite Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense.
Required to be onsite 2 days a week under current telecommute policy.

This position assists customers to resolve technical support issues of various levels of complexity related to computer hardware software associated peripheral equipment and user password related items. In addition to providing phone support to customers this position will also perform installation maintenance and problem resolution of desktop platforms software and operating systems. This position will assist in the development and maintenance of the support knowledgebase training and documentation. This position maintains a strong customer focus attention to detail prioritization and effective communication.

An IT Support technician must be knowledgeable in a broad constantly evolving assortment of IT policies procedures and technologies. They must possess the maturity and reliability to independently provide user support accurately and consistently. Customers include all DOT staff throughout the state Bureau of Information Technology (BITS) peers as well as select government and private sector contacts. Interactions can occur between personnel in the Department and throughout the Bureau other technical support personnel extranet business partners vendors Division of Enterprise Technology (DET) personnel and the occasional citizen etc. Most work is performed in a call center environment; work is assigned to the individual through an automatic call distribution and the technician documents all work performed within a designated tracking system. Although direct supervision is minimal work performed and documentation is monitored for adherence to expectations. Work is typically performed in a centralized team setting.

DOTs IT environment is a large complex multiplatform multioperating system implementation. The DOTs Bureau of Information Technology Services (BITS) is an automation service provider operating for the benefit of the Department of Transportations five divisions and the executive offices. Automated technology business systems at DOT are a critical part of allstatewide computer processing. DOT automated systems included nationally and internationally recognized programs. Multitiered operating systems and platform architectures are employed using large mainframes mini computers microcomputers smart phones telephony systems and nonintelligent devices operating across complex networking structures. Access to these systems is provided on a 24 hour by 7 day a week basis to government locations throughout the State and to sophisticated interstate and national data systems.

This Position also requires the following of all rules and regulations regarding safety and maintaining the high safety and health standards developed and approved by the Department. This includes but is not limited to; reporting incidents/accidents/ near misses that resulted or could have resulted in personal injury maintaining safe working conditions and wearing appropriate personal protective equipment in designated areas and offering safety and health suggest that would reduce risks to workers.

KNOWLEDGE SKILLS AND ABILITIES REQUIRED

The employee must have comprehensive knowledge of the systems and applications identified below:

1. Personal computer operating systems including Microsoft Windows 7 and 10.
2. Personal computer software applications including Microsoft Office (Access Excel Outlook Word and PowerPoint) Adobe Acrobat etc.
3. Ability to clearly communicate technical concepts to various stakeholders including those from a nontechnical background.
4. Exceptional oral and written communication skills.
5. Ability to recognize analyze and effectively solve problems in a timely and organized manner.
6. Ability to multitask in a fastpaced environment.
7. Skill and ability to provide a positive and efficient customer service experience.
8. Strong organizational skills

Full job description attached