Desktop Support Specialist

Remote Jobs; Madison (WI); Hybrid; USD 55,000 - 62,000; Full time

Benefits offered by this job

Vacation time and holidays

Health plan options

Pension with employer match

Flexible spending accounts

Well Wisconsin Wellness Program

Employee assistance program

Public Service Loan Forgiveness

Job summary

Wisconsin Department of Health Services is seeking a Desktop Support Specialist to provide technical support to DHS staff, image and configure equipment, and manage asset tracking. The role is based in Madison with the option to work remotely up to four days per week and one day in the office.

The position includes a 12-month probation, competitive benefits, and a pay schedule aligned with IS Technical Services Specialist classifications.

Qualifications

• Experience using Ivanti EndPoint Manager, SCCM or equivalent.
• Experience administering or managing devices such as printers, laptops, or desktops.
• Experience diagnosing and assessing complex installation issues without a troubleshooting tree or script.

Responsibilities

• Providing technical support to DHS staff and troubleshooting break/fix issues.
• Imaging, installing, and configuring desktop equipment and setting up new staff.
• Tracking asset assignments in the Service Management tool and managing a ticket queue.

Skills

Technical support

Troubleshooting

Staff onboarding

Tools

Ivanti EndPoint Manager

SCCM

Job description

Introduction

The Department of Health Services (DHS), Division of Enterprise Services (DES), Bureau of Information Technology Services (BITS) is recruiting to fill a Desktop Support Specialist position . This position will work onsite at 201 East Washington Ave in the heart of downtown Madison, near the State Capitol, the Madison Metro route and the Capital City bike path. DHS is one of the largest and most diverse state agencies in Wisconsin, with an annual budget of roughly $20 billion and more than 7,100 employees

As an employee of the State of Wisconsin, you'll also have an amazing benefits package , including:

• 3.5 weeks of vacation, 9 paid holidays and ample sick time ; limitations may apply for leave time usage in the first six months.
• Top rated health plan options starting at $47/month for single plans and $117/month for family plans, after 2 months of state service.
• Exceptional pension plan with a 7.25% employer match in 20276 with lifetime retirement payment. Plus, a tax advantaged supplemental retirement savings plan which allows you to save money directly from your paycheck for retirement. Use this Total Rewards Calculator to see the total value of our competitive benefits package!
• Several flex spending accounts: medical, dependent care, commuter, parking and High Deductible Health Savings.
• Well Wisconsin Wellness Program.
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.
• Public Service Loan Forgiveness Program employer.

Where we are located

DHS is located at 201 East Washington Ave in the heart of downtown Madison. This position has the ability to work remotely up to 4 days per week with the other 1 day in the office.

Position Summary

As the Desktop Support Specialist, you will be part of a support team with the following duties:

• Providing technical support to DHS staff. Troubleshooting break / fix issues as they arise.
• Assisting in breakdown / move / setup of equipment.
• Tracking asset assignments in our Service Management tool.
• Imaging, installing, and configuring desktop equipment.

In addition, you will also be responsible for:

• Providing technical onboarding for new staff.
• Documenting recurring issue resolutions in a shared resource.
• Managing an active ticket queue, resolving tickets in a timely manner.
• Escalating non-standard issues to the appropriate team.

This position requires the ability to troubleshoot and resolve issues that do not yet have an identified resolution path.

Salary Information

The starting pay is between $39.93 and $45.11 per hour (approximately between $83,000 and $93,800 per year), depending on qualifications, plus excellent benefits. A 12-month probationary period is required. Pay for current or former state employees will be set based on the rules that apply to compensation for the applicable transaction. This position is classified as an IS Technical Services Specialist and is in pay schedule and range 07/33.

Job Details

All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.

DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire. DHS is not an E-Verify employer nor a STEM-OPT eligible employer.

Qualifications

Minimally qualified applicants will have all of the following:

• Experience using Ivanti EndPoint Manager, SCCM (System Center Configuration Manager) or equivalent.
• Experience administering or managing devices such as printers, laptops, or desktops.
• Experience diagnosing and assessing complex installation issues without the aid of a troubleshooting tree or script.

In addition, highly qualified applicants will also have one or more of the following:

• Experience troubleshooting and resolving installation and software removal issues.
• Experience testing software or hardware (e.g., model testing, installation testing, etc.).
• Experience with the image creation process for virtual machines, desktops, and laptops.
• Experience using desktop tools such as the event viewer, procmon, or task manager in the troubleshooting process.

Your letter of qualifications and resume are limited to two (2) pages each. For a guide on developing your resume and letter of qualifications and what should be included in these materials, click here .

DHS is an Equal Opportunity and Aff...Veterans are encouraged to apply. For complete information on Veterans' hiring programs with the WI Department of Veteran's Affairs, click here .

Deadline to Apply

The deadline to apply is November 5 th at 11:59pm. Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am - 4:30 pm. Late or incomplete applications will not be accepted.