Information Systems Support Specialist

State of Wisconsin; Madison (WI); Hybrid; USD 55,000 - 59,000; Full time

Benefits offered by this job

Vacation and holidays

Health plan options

Pension with employer match

Flexible spending accounts

Well Wisconsin Wellness

Employee assistance program

Public Service Loan Forgiveness

Job summary

The State of Wisconsin is seeking an Information Systems Support Specialist in Madison to provide technical expert support for staff, peripherals, and software applications. You will assist external users across facilities and partners, assess system needs, and drive improvements while maintaining data integrity.

You will collaborate with IT Services to address security requirements and may lead internal workgroups on hardware/software policies.

Qualifications

• Experience with computer hardware, software, information systems management, and systems design.
• Experience performing setup, operation, and maintenance of networked desktop, laptop, and tablet computers, including wireless technology and peripheral equipment.
• Experience providing problem identification and resolution services to microcomputer users, including remote workers.

Responsibilities

• Serve as technical expert providing installation, support, troubleshooting, and problem resolution for all DQA staff.
• Provide extensive technical assistance to external users including staff of DQA-regulated facilities and providers.
• Work with users to determine system requirements, design and resolve technical problems, and suggest improvements.
• Integrate new systems and existing systems while maintaining program requirements and data integrity.
• Serve as liaison to the Bureau of Information Technology Services for IT security needs.
• Lead internal Division workgroups developing policies for hardware and software acquisitions.

Skills

IT systems management

Hardware & software support

Troubleshooting

Remote user support

Networked devices setup

Tools

Cherwell Service Manager

Job description

Introduction

The Department of Health Services (DHS), Division of Quality Assurance (DQA), Bureau of Education Services & Technology (BEST) is recruiting for an Information Systems Support Specialist. DQA is responsible for protecting and promoting the health, safety, and welfare of residents living in and being cared for in regulated health care facilities.

This Position

• Is able to work remotely up to 5 days per week, but may be required to report to the office on occasion to complete certain tasks. This schedule may vary based on training or operational need.
• Must have access to both a private workspace and secure, high-speed internet.
• Is headquartered out of the GEF-1 building in Madison.
• Requires up to 5% travel throughout the state including overnight stays.

As an employee of the State of Wisconsin, you'll have access to 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 2027 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.

Position Summary

• Serving as a technical expert and independently providing computer, iPhone, peripheral, and software application installation, support, troubleshooting, and problem resolution services to all DQA staff.
• Providing extensive technical assistance to external users including staff of DQA-regulated facilities and providers.
• Working independently with users to determine system requirements including designing, assessing and resolving technical problems, and recommending process and technical improvements.
• Integrating new systems and existing systems while maintaining program requirements and data integrity.
• Serving as liaison to the Bureau of Information Technology Services and holding responsibility for the Division's information technology security needs.
• Leading internal Division workgroups tasked with developing policies and procedures for the acquisition and implementation of specific hardware and software solutions for staff.

Salary Information

The starting pay is between $40.00 and $43.00 per hour (approximately between $83,200 and $89,400 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.

Requirements

This position requires the ability to drive a State vehicle or the ability to provide one's own transportation. In order to become authorized to drive a State vehicle, you must meet the requirements for the State of Wisconsin Fleet Vehicle policy, which are:

• Must have a valid driver's license;
• Must have minimum of two years non-probationary licensed driving experience with a regular (Class D) driver's license;
• Must be 18 years of age.

Additionally, your driving record MUST NOT reflect any of the following conditions:

• Three or more moving violations and/or at-fault accidents in the past two years;
• Operating While Intoxicated (OWI)/Driving Under the Influence (DUI) citation within the past 12 months;
• Suspension or revocation of driver's license.

For positions that allow remote working flexibility, working outside of Wisconsin or in bordering cities will not be allowed except in extremely limited circumstances due to the need to report to an office location in Wisconsin on short notice.

Mileage reimbursement to the employee's headquarter location is not provided. Remote work flexibility will be discussed in more detail during the interview process.

Qualifications

Minimally qualified applicants will have all of the following:

• Experience working with computer hardware, software, information systems management, and systems design.
• Experience performing setup, operation, and maintenance of networked desktop, laptop, and tablet computers, including wireless technology and peripheral equipment.
• Experience providing problem identification and resolution services to microcomputer users, including remote workers.
• Experience administering applications, including customer support and problem resolution services to internal and external users of applications.

Well-qualified applicants will also have one or more of the following:

• Experience using problem reporting/tracking systems such as Cherwell Service Manager.
• Experience working with tools and methods for ensuring the security of IT resources and data, including email and file encryption.
• Experience developing policies and procedures for the acquisition and implementation of hardware and software solutions.
• Experience tracking, maintaining, and managing inventory of data processing hardware and software, including desktop and laptop computers, cellular phones, printers, and related peripherals.

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

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

Deadline to Apply

The deadline to apply is October 30th, by 11:59 pm. 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.