Tech Support Analyst - Waukesha or East Madison

State of Wisconsin; Waukesha (WI); Hybrid; USD 69,000 - 87,000; Full time

Benefits offered by this job

Leave time and holidays

Health/vision/dental benefits

Pension plan with employer match

Well Wisconsin Wellness Program

Employee assistance program

Total Rewards Calculator

Job summary

The Wisconsin Department of Transportation is seeking a Senior Tech Support Analyst to deliver customer service and technical support for Windows 11 devices and Office 365 to 3,000+ users. This hybrid role supports WisDOT locations, asset management, and on-site upgrades across the state.

As a senior technician you will work with ITSM tools (Cherwell/ServiceNow), support BOX, Intune, and other apps, and mentor staff while participating in procurement and standards implementation for agency-wide

Qualifications

• Provide remote support for Windows 11 desktops, laptops, tablets, printers and iOS devices.
• Support Microsoft 365 and related office productivity tools.
• Use ITSM tools (Cherwell/ServiceNow) for incidents and assets.
• Work with BOX, Beyond Trust, Cradlepoint, DocuSign and Intune.
• Senior level candidates may mentor staff and improve services.
• Engage in project work and process improvements.

Responsibilities

• Deliver excellent customer service and technical support to DOT staff statewide.
• Perform asset management tasks, equipment staging and deployment readiness.
• Install and maintain PC hardware/software, troubleshoot network issues.
• Support on-site upgrades, relocations and office technology projects.
• Contribute to IT policies and standards, and assist with ITSM processes.
• Assist with researching technology trends and ensure security compliance.

Skills

Remote IT support

Office 365 support

ITSM tooling

Mobile device support

Mentoring staff

Project collaboration

Tools

Cherwell

ServiceNow

BOX

BeyondTrust

Cradlepoint

DocuSign

Intune

Job description

Introduction
Join our team of IT professionals at the Department of Transportation as a Tech Support Analyst (IS Technical Services Senior) supporting a robust Microsoft based environment running Windows 11 workstations, tablets, laptops, and IOS mobile devices as well as supporting Office 365 for over 3,000 users!

Full-time permanent position offers a hybrid work schedule. The position will be required to work from the WisDOT Waukesha or Madison Truax building at least 2 days per week. All employees working a hybrid work schedule are generally expected to telework from within the State of Wisconsin. This topic will be discussed more at the time of the interview.

Benefits

Why work with us in DOT IT? Check out this link for all the benefits of joining our team, or read more below:

• Substantial leave time including at least 3.5 weeks of paid leave time to start, 9 paid holidays, and 130 hours of sick time that roll over each year.
• Excellent and affordable health, vision, and dental benefits (health plan options start at just $49/month for single plans and $122/month for family plans after two months of employment)
• A casual office atmosphere, flexible work schedules, and telework options depending on the position’s requirements
• An exceptional pension plan with employer match and lifetime retirement payment, plus an optional tax advantaged 457 retirement savings plan
• 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
• Use this Total Rewards Calculator to see the total value of our competitive benefits package!

In addition to our generous employee benefits, we strive for inclusivity and celebrate different religious holidays and cultural observances and provide flexibility for utilizing paid time off for such celebrations. For more information on WisDOT you can visit our website by clicking here.

The Wisconsin Department of Transportation is an organization dedicated to creating transportation solutions through innovation and exceptional service. We are committed to fostering an environment rooted in Integrity, Diversity, Excellence, and Accountability. Click here to learn more about how we apply these values in our work.

Position Summary

This Technical Support Analyst position provides excellent customer service, technical/application support, and consultation services to resolve technical problems and assist the IT operations and development teams, customers, and services with daily project and operational activities. Various duties include receiving assets, moving equipment within and/or between facilities, staging equipment for build/image activity, and interviewing customers as part of pre-deployment asset discovery.

Additionally, other activities may include executing equipment replacement, updating asset management system to reflect work performed, monitoring daily activity, installing and maintaining PC hardware and software, troubleshooting network usage and computer peripherals, performing system backups and data recovery, resolving network communication problems, and preparing assets for disposition.

As a Senior level technician, you must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies. Customers include all DOT staff throughout the state, Bureau of Information Technology (BITS) peers, as well as select government and private sector contactors. You are also responsible for participating in technical upgrade projects providing on-site support and facilitation for customers office technology upgrades, facility build-out and relocation projects and participating in projects within the ITSM section. In addition, you’ll assist in researching technology trends as well as implementing technical policies, standards and procedures that impact agency-wide information system functions. Finally, you will support applications and services such as Cayosoft, Microsoft Endpoint Manager, BOX, VOIP, Mobile, and Multifactor Authentication, and will utilize Service Now, an ITSM tool to manage incidents, service requests, assets, and changes.

Salary Information

This position is in schedule-range (07-34) with a salary of $33 - $42 per hour (or $68,640 - $87,360 annually), plus excellent benefits. A twelve-month probationary period is required. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan.

Job Details

This position may require occasional travel to various customer locations throughout the state.

This state agency does not sponsor work visas. This state agency is not enrolled in USCIS E-Verify and is not eligible to employ international F-1 students seeking STEM-OPT extension. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check which may include FBI fingerprinting.

Qualifications

Minimally qualified Senior level candidates must detail having experience in all of the following:

• Providing remote support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.
• Providing support for Microsoft Office 365
• Working with ITSM Tools such as Cherwell or Service Now for incident management and inventory
• Working with Apps and tools such as BOX, Beyond Trust, Cradlepoint, DocuSign, or Intune

In Addition To The Above, a Well-qualified Senior Level Candidate Will Also Detail Having Experience In At Least One Of The Following

• Mentoring and/or training other staff/team members
• Consulting/collaborating with business partners to improve technical support services, address procurement needs, and/or create and/or update business processes/standards
• Performing project management functions
• Completion of ITIL 3 or higher Foundations training

Deadline to Apply

All application materials must be received by 11:59 p.m. CST on September 24th, 2026.