W2 - Technician II (customer service, install, configure, repair and maintain computer H/W) - Onsite

Description:

The client is looking for a Technician II in Madison, WI.

Top Skills & Years of Experience:
Minimum 1-2 years' experience required
- Excellent customer service skills and experience
- Ability to collaborate with customers and co-workers
- Proven ability to install, configure, repair and maintain computer hardware

Nice to Have Skills:
- Knowledge of computer networking principals
- Knowledge of digital audio recording equipment
- Knowledge and understanding of user account in an Active Directory environment

Interview Process: Interviews will be in-person in Madison WI. They will be approximately 1 hour

Duration of Contract: 6 months with potential for extension

Onsite or Remote: Must be local to WI or willing to relocate prior to starting

Additional details: Extensive travel in Wisconsin will be required. Approximately 50% of this position's responsibilities will be to travel in
Wisconsin and replace/repair equipment. Must be able to travel throughout the State of Wisconsin with overnights. State will provide
vehicle. Must meet the minimum standards for driving a state vehicle (hold a valid driver's license).

Summary Description
Under the supervision of a Technical Unit Supervisor, this position is part of a team that has overall responsibility for the computer and network infrastructure that supports the operations of the Wisconsin Court System enterprise, which includes over 6,000 computing devices. The Technical Support Engineer has four main areas of responsibility: (1) provides technical phone support to all court system employees; (2) installs, configures and troubleshoots computer hardware and software; (3) reacts to technical emergencies and takes appropriate action; and (4) analyzes technical problems and implements technical solutions. This position is expected to travel a minimum of 5025% of the time. Travel requirements will fluctuate based on time of year and CCAP's workload.

Time and Percentages
30% Provides maintenance and support for CCAP software and hardware for more than 80 networks and over 3,000 computing devices throughout the Wisconsin Court System.
Support recent versions of Microsoft Desktop operating system.
Support recent versions of Microsoft Server operating system.
Support computer hardware and peripherals
Support digital audio recording systems and other courtroom technologies
30% Provides technical support to all court system employees and takes corrective action as required.
Provide effective end-user customer technical support by telephone and in-person.
Respond to questions, research and resolve problems, and provide answers to questions about CCAP supported hardware and software applications.
30% Upgrades, configures, installs and replaces computer hardware and software throughout the court system. Install and configure new computer hardware, software, and peripheral equipment.
Maintain system documentation to accurately reflect the current system configuration of the court system technical infrastructure.
10% Reacts to technical emergencies, takes appropriate action.

Knowledge, Skills, and Abilities Required
Knowledge of local and wide area networking.
Knowledge of computer operating systems and hardware.
Knowledge of information technology needs of court system.
Skill in maintaining computer equipment in courtroom, offices, desks, and central server areas.
Skill in technical troubleshooting.
Skill in verbal and written communication.
Skill in providing professional customer service.
Ability to setup computers, related peripherals and audio/visual equipment.
Ability to implement infrastructure hardware, address technical emergencies, and implement cyber security policies.

Education and Experience Required
Associate's Degree in computer science, computer technician, or related field.
A minimum of two years of relevant technical experience, including: o Experience providing phone-based technical support.
Experience in computer hardware and software support and maintenance.
Experience installing, configuring, upgrading and troubleshooting computers, printers, scanners, and other peripherals.

Discretion
The responsibilities of this position involve applying technology to core functions of the Wisconsin Court System. This position is expected to solve technical problems with only limited direction and supervision. A technical support engineers often assigned to work in remote locations, and must be able to solve problems and exercise professional judgment with limited supervision.

Contacts
Works closely and on a routine basis with others in CCAP and the Wisconsin Court System including clerks of circuit court and county staff, the judiciary and their staff, county information technology and facilities staff, network administrators, court system department managers, and their staff and consultants.

Supervisory Authority
This position is responsible for coaching, reviewing, and educating team members, but does not have direct supervisor authority.

Work Environment
The Technical Support Engineer position generally works indoors in an indoor office setting with temperature controls and reasonably low noise levels. Travel to off-site locations is frequently required for installation and maintenance of computing equipment throughout the state, and will fluctuate based on work plans.

Physical Demands
The Technical Support Engineer requires a significant amount of physical effort. Physical demands include frequent lifting, standing, walking, sitting, handling, grasping, talking, hearing, repetitive motions, and hand-eye-foot coordination. Physical demands can also include occasional reaching and feeling, carrying, pushing, pulling, climbing, balancing, stooping, kneeling, crouching, and crawling. Employee will occasionally move objects weighing up to 75 pounds.