W2 - DESKTOP SUPPORT IV - (DESKTOP HARDWARE, NETWORKING, FIELD SUPPORT) - Onsite

Job Title: Desktop Support IV

Location: Madison, Wisconsin
Work Arrangement: Onsite with extensive statewide travel
Contract Duration: Through June 30, 2027, with potential for extension
Minimum Experience: 2 years

Position Summary

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 client's enterprise, which includes over 6,000 computing devices.

Specifically, the Technical Support Engineer - Contractor will service court customers throughout the state and will be based in Madison, Wisconsin.

This position has five main areas of responsibility:

1. Provides maintenance and support for client software and hardware.

2. Installs, configures and troubleshoots computer hardware and software in county courthouses and court system offices throughout Wisconsin.

3. Provides technical customer support to all court system employees and takes corrective action.

4. Performs field service to upgrade hardware or troubleshoot and resolve technology issues.

5. Responds effectively and efficiently to unplanned events such as system failures or natural disasters involving production systems.

Travel requirements will fluctuate based on time of year and workload. This position is in person in Madison, Wisconsin, with extensive statewide travel required.

Required Skills and Experience

• Minimum 2 years of experience.

• Associate's Degree in computer science, computer technician, or related field.

• Ability to set up computers, related peripherals and audio/visual equipment.

• Knowledge of computer operating systems and hardware.

• Skill in maintaining computer equipment in courtroom, offices, desks, and central server areas.

• Skill in technical troubleshooting.

• Skill in providing professional customer service.

• Skill in verbal and written communication.

• Knowledge of local and wide area networking.

• Ability to implement infrastructure hardware, address technical emergencies, and implement cyber security policies.

• 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.

• Proven ability to install, configure, repair and maintain computer hardware.

Nice to Have Skills

• Knowledge of computer networking principles.

• Knowledge of digital audio recording equipment.

• Knowledge and understanding of user accounts in an Active Directory environment.

• Experience or training in supporting audio/visual technologies, including video conferencing tools.

• Experience or training in supporting Windows Server.

• Experience or training in supporting Remote Desktop Services (Terminal Services).

• Experience or training in supporting Active Directory and Group Policy.

• Experience or training in supporting Local Area Networks.

Work Location and Travel Requirements

• Candidates must be current Wisconsin residents. Relocation is not allowed.

• The selected candidate will be based in Madison, Wisconsin, and will work onsite when not traveling.

• Extensive travel throughout the state of Wisconsin will be required, approximately 25 50% or more depending on workload.

• Candidates must be able to travel throughout Wisconsin, including overnight stays.

• Candidates must hold a valid Wisconsin driver's license and meet the minimum standards for driving a state vehicle.

• Candidates should also be insured through their supplier.

• Mileage will be reimbursed at $0.51 per mile from the normal place of work to the off-site location and for the return trip if a personal vehicle is used.

Interview Process

Two rounds of interviews:

• First round: Virtual interview.

• Second and final round: In-person interview in Madison, Wisconsin.

Contacts and Collaboration

Works closely and on a routine basis with others in the client's organization, including clerks of circuit court and county staff, the judiciary and their staff, county information technology and facilities staff, network administrators, department managers, and their staff and consultants.

Work Environment

The Technical Support Engineer - Contractor position generally works indoors in an 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 Field Service Technician 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. The employee will occasionally move objects weighing up to 75 pounds.

Pay rate: $25/hr/W2