Desktop Support IV

Role: Desktop Support IV

Location: Onsite - Milwaukee, WI

Duration: 6+ Months

Interview: Phone/MS-Teams/F2F

Job Description:

• The State of Wisconsin is looking for one (1) Desktop Support IV

Wisconsin Only Posting:

• Posting Is For Wisconsin Based Candidates Only.
• Candidates That Are Not Located In Wisconsin Will Not Be Considered And Should Not Be Submitted.
• All Work Must Be Done In Wisconsin

Detailed Job Description:

This Desktop Support position provides expert level technical assistance in preparation and support of end-user hardware and applications. This position requires extensive knowledge and experience with desktop technology including but not limited to, Windows desktop operation systems, desktop applications, Multi-Function Devices (print/fax/copier/scanner) and mobile devices such as Android phones, iPhones, and/or iPads.

This position receives escalated level support issues from an internal Service Desk. The candidate shall have expert level experience in a Desktop Support position and be familiar with a variety of concepts, practices, and procedures relating to Desktop Support.

The Desktop Support person relies on extensive experience and judgement to plan and accomplish requests. This candidate is expected to independently perform a variety of desktop related tasks and serve as a desktop support expert resolving end user issues. A wide degree of problem solving, creativity, self-direction, prioritization is expected.

• On call/stand by hours will be required with this position. This could require the candidate to work more than 40 hours per week.
• This position is headquartered at the Agency Milwaukee office located 26th St & Wisconsin Ave.
• Please submit local candidates only.

List any special qualifications & years of experience:

Qualification Desired Experience

• End-user Technical support of Windows environments - 5 years
• Technical support of Windows 10 or Windows 11 - 5 years
• Installation and support of Microsoft Office Suite - 5 years
• Deployment and technical support of x86/x64 computers - 5 years
• Desktop Software installation, support, and troubleshooting - 5 years
• Use of remote desktop/remote control tools for remote support - 2 years
• Use of the Microsoft Remote Server Administration Tools - 2 years
• Use of Microsoft MECM/SCCM for software deployment, remote control, and windows updates - 1 years
• Support of iOS or Android mobile devices with an enterprise Mobile device management solution - 1 years
• Support of Omnissa Horizon, VMWare workstation, Microsoft Hyper-V or similar product - 1 year
• Experience in technical writing and documentation - 1 year

Other Notes:

1. Selected candidate will be required to provide personal equipment for remote work. Technical specifications of hardware are:

Home Internet Service: Minimum 20 Mbit down and 5 Mbit up. Capability to plug in network (cat 5a or better) cable to the computer.

Windows Computers

• Operating System: Windows 10
• Memory: Minimum 4 GB, Preferred 8 GB+
• Processor (CPU): Any 32-bit or 64-bit running 2 Gigahertz (GHz) or faster
• Graphics card that supports Direct3D 11 Video
• Installation of the latest VMware Horizon Client

Apple Computers

• Operating System: MacOS: 14, 10.15, or 11
• Memory: Minimum 4GB, preferred 8 GB+
• Processor (CPU): Any 64-bit Intel-based Mac or ARM M1-based Mac running in emulation with Rosetta 2
• Installation of the latest VMware Horizon Client

It is required to have full audio/video conferencing capabilities (camera and headset).

1. ALL candidates must be located within the United States. ALL contact information must also be domestic. Absolutely no work outside of the US is allowed.
2. Selected candidate will not be assigned specific work-space however, may be required to report in person as needed with minimal notice.
3. An in-person interview may be required before a final hire is made. The hiring manager has discretion to allow phone or video interviews at any point during the process.
4. Please provide three (3) business references for the interview.
5. The selected candidate will be required to sign all onboarding documents as part of the onboarding process. Candidate will also be required to complete any security training as directed by the division, department, or agency.
6. The selected candidate will be required to complete a criminal background check and any fingerprinting as required by the position.
7. This position is budgeted for 1960 hours annually. Hours will be prorated the first year based on start date.
8. Agency does not sponsor work visas, either at the time of hire or at any later date
9. Suppliers must disclose any/all levels of sub-contracting and their respective supplier name(s).
10. Selected candidate must provide copies of any/all certifications as part of the hiring process.

Top Skills:

• Independently perform a variety of desktop support related tasks
• Experience in customer service concepts, practices and procedures related to desktop support
• Extensive knowledge with desktop technology
• End-user Technical support of Windows environments (5+ years)
• Technical support of Windows 10 or Windows 11 (5+ years)
• Installation and support of Microsoft Office Suite (5+ years)

Interview Notes:

• Phone and web based interviews will be acceptable.
• However, an in--person interview may be required.
• Interviews will be set up shortly after the posting close date.
• MUST provide three (3) business references for the interview. (One reference must be a supervisory level.)

Important Notes:

• Candidate MUST be physically located in the United States. International candidates/phone numbers will not be accepted.
• Candidate must follow ALL Agency work rules
• Candidate must be available to perform all work during the Central Standard Time (CST) business hours 9:00 am 3 pm (or CST hours as defined by the hiring manager)
• Candidate will be required to provide their own equipment for this position (See job description for required specifications.)

Contract Duration:

• 6/30/2026, with the potential to extend for an additional term(s)

Onsite, hybrid or remote:

• Must be a CURRENT WI resident. No relocation allowed.
• This position is onsite with future ability to be hybrid. Maximum of 2 remote days per week.

Will this position have access to FTI (Federal Tax Information)?

• YES

On Call hours required?

• YES

Will the position require any weekend coverage? (IE: weekend maintenance)

• NO

Is this position Remote, Hybrid**, or In Person?

• For Hybrid, please provide breakdown of Remote % and Onsite % (required): In Person, with future ability to be Hybrid, maximum 2 days remote work.

Does this position require the candidate to provide a mobile device for use to use as part of this position (ie: iPad/iPhone/Android)?

• NO
• Mobile device may be subject to sole use requirement for Agency work only and will require management via a Agency mobile device management system.

Security Required:

• Yes