Desktop Support IV

Technoviz LLC; Wisconsin; Remote; USD 65,000 - 90,000; Full time

Job summary

Technoviz LLC is seeking a Tier 3 desktop support specialist to maintain and troubleshoot workstation hardware/software and operating systems. The role supports an organization with 10,000+ endpoints across Wisconsin and collaborates with a team of technicians and a project manager.

The position is primarily remote within Wisconsin with occasional onsite visits, including a monthly in-person meeting in Madison. Candidates must reside in Wisconsin and be able to travel for project work.

Qualifications

• Seven+ years in desktop or IT support environments.
• Experience with tier 3 desktop support, incidents and requests.
• Strong written and verbal communication skills.
• Ability to balance incident workload with project work.
• Comfort working for a large organization with thousands of devices/users.

Responsibilities

• Tier 3 support and maintenance of workstation software and hardware.
• Maintenance of operating systems for user workstations.
• Peripheral device support (printers/scanners) and maintenance.
• Incident and service request management.
• Technical assistance on projects as assigned by Desktop Support Supervisor.

Skills

Tier 3 support

OS maintenance

Incident management

Customer communication

Project support

Time management

Tools

SCCM

Ivanti

GPO

Google Workspace

LMS

Job description

Job Description

Job Description

Project details: The primary responsibilities are to support, test, maintain and install in the following areas: workstation hardware, software, Operating System (OS) currency and support, application certification, and software distribution/update methods. Collaborate with a team of 10 technicians and 1 project manager daily. Assist on tier 2/3 desktop support Incidents and Requests. Assist with projects to implement new hardware and/or software working with our business partners. Support an organization of 10,000 + end points and users across the state of Wisconsin.

This role requires applicants to participate in tier three desktop support; assist in projects as a technical resource; work on a team of 8 technicians as well as independently; be comfortable working for a larger organization consisting of over 9,000 devices and 10,000 users. Must be able to balance workload of incident/service requests and project work. Professional verbal and written communication skills are a must. This is a remote position with occasional office/site visits for troubleshooting and/or project work.

The candidate must work and live in the state of Wisconsin.

The main activities for this role are as follows: (7+ years)

• Tier 3 support and maintenance of workstation software and hardware
• Support and maintenance of Operating Systems for user workstations
• Peripheral device support (printers/scanner/etc) and maintenance
• Incident and Service Request Management
• Technical assistance on projects as assigned by Desktop Support Supervisor

Skillsets:

Top Required Skills & Years of Experience:

• Tier 3 support and maintenance of workstation software and hardware (5 years or more required)
• Support and maintenance of Operating Systems for user workstations (5 years or more required)
• Peripheral device support (printers/scanner/etc) and maintenance (2-5 years or more preferred)
• Incident and Service Request Management (5 years or more REQUIRED)
• Technical assistance on projects as assigned by Desktop Support Supervisor (2-5 years or more preferred)
• Strong written and oral customer support correspondence experience (5 years or more required)

Nice to Have Skills:

• Packaging software applications for mass deployment using management tool (SCCM, Ivanti, etc.)
• Patch Management
• Imaging experience using management tools (SCCM, Ivanti, etc.)
• Learning management system (LMS) support experience
• Google Workspace experience
• Microsoft's Group Policy Object (GPO) experience

Notes: Some occasional travel may be required to assist on project work in the prisons, or other offices for implementations. Option to use Company vehicle or be reimbursed. Required in-person/onsite meeting in Madison once a month.

Interview Process: Two Round Interview Process. Microsoft Teams video and potential onsite, or virtual second round.

Onsite or Remote: Candidate must be a CURRENT WI resident. No relocation allowed. This role is mostly remote within the State of Wisconsin but may require coming into the central office monthly for implementations, meetings, etc.