IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide.

Our client is looking for a Desktop Support professional to provide technical support to staff as part of the internal Help Desk team as well as providing account management, device imaging and deployment, application deployment, and integration of agency configuration management for Help Desk staff to use daily.

Tasks

• Provides an advanced troubleshooting skill set for resolving complex computer support issues prior to involving System Engineers, and assists in ensuring established technical, security, and procedural processes are followed.
• Support and secure end-user technologies, including system management tools and software services.
• Shares responsibility for formulating and establishing agency technical policies, procedures and guidelines for monitoring, managing and maintaining personal computer systems in a complex server and network environment.
• Works within the Technical Services team to provide team and agency wide leadership for administering and further developing ticketing systems for IT process management.
• Work environment requires team communication, cooperation, collaboration, and participation in planning.
• Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.
• Provide Help Desk staff with guidance on effective use of remote support tools for efficient end user support strategies and use remote tools to connect, diagnose, and resolve technical support issues as necessary.
• Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services.
• Setup and support PC hardware, peripherals, software and related devices.
• Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
• Install and support Microsoft client operating systems in an Enterprise environment.
• Install and support office productivity software, client and cloud-based.
• Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
• Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights.
• Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads.
• Assist in monitoring systems that track security across hardware and software on end-user devices.
• Enterprise Device Configuration Management, Automation, Administration, and Leadership
• Administer asset management platform for the automated inventory and tracking of device assignment and licensing of software for managed computers.
• Act as Technical Service team s liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents.
• Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
• Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency.
• Lead team efforts to create, update, and troubleshoot software deployment platform.
• Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
• Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations
• Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights.
• Manage endpoint protection including automated remediation and updates.
• Certify new equipment standards including laptops, monitors, and docking stations.
• Provide direction and guidance for the processing and resolution of help desk tickets.
• Determine best mechanisms for assignment of help request tickets among team.
• Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible.
• Document knowledge in the form of knowledge base tech notes and articles
• Provide input on increasing and improving efficient end user support strategies.
• Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting

Knowledge, Skills and Abilities Required:

• Excellent Customer Service and problem-solving skills required.
• Familiar with a variety of the concepts, practices, and procedures.
• A wide degree of creativity and latitude is expected.

NOTE: Candidate MUST be a WI resident or willing to relocate to WI at their own expense prior to starting the role. This position is Hybrid 60% onsite/minimum. During Training, 100% onsite is required

Location: Madison, WI (Hybrid)

Contract: 1+ years

Skills Required:

• 10+ years - Experience with Account management
• 10+ years - Experience with device imaging and deployment
• 10+ years - Experience with application deployment
• 10+ years - Experience with integration of agency configuration management for Help Desk staff to use daily
• Experience with customer service focused technical support, problem diagnosis, troubleshooting, resolution, security, and maintenance of end-user devices and other related technologies and systems in an enterprise networked environment.
• Experience administering asset management platform for the automated inventory and tracking of device assignment and licensing of software for managed computers.
• Train new Help Desk employees as needed and provide documentation.
• Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.

Skills Desired A plus to have:

• Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks.

***Rate depends on experience

*** Local candidates preferred, not mandatory

*** Candidates authorized to work in the US are encouraged to apply. We can accept H1b, , TN, and other valid work visas for IT. However, we cannot accept OPT or CPT visas at this time.

*** Companies submitting candidates should only submit direct W2 employees for this position.

Please submit your resume by using the "URL" below