Desktop Support

Overview

Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - W2

Skills

Microsoft SCCM
Laptop
Customer Service
Malware Analysis
IT Service Management
Enterprise Services
desktop support

Job Details

On of our clients is looking for the position of Desktop Support based on following skills:

Top Required Skills & Years of Experience:

  1. Experienced at troubleshooting issues on Windows laptops and desktops. (3+ years)
  2. Experienced at tracking effort through a ticket system. (3+ years)
  3. Experienced at software installation, both packages and manual. (3+ years)
  4. Experience setting up computer stations and peripherals. (3+ years)

Nice to Have Skills:

  1. Experience with use of desktop tools such as Ivanti or SCCM.
  2. Experience imaging computer systems.

Interview Process: TEAMS virtual interview (video required) for initial interview. In-person interviews may decide the selected candidate.

Onsite or Remote? Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. Position is 100% on-site.

Project details (project overview, who the contractor will work with, soft skills needed, etc.):

The client needs immediate assistance with several desktop initiatives

  • Assist with support for PC endpoint incidents. This position will provide timely IT support to client staff so they can more efficiently support critical client initiatives.
  • Assist with operational upgrades of desktop systems. The Client is in process of updating the operating system of all production systems to
  • Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker.
  • The Client is going to be physically moving from 1 West Wilson to the GEF1 building on East Washington. This position will assist with various technical aspects of that move, from
  • confirming correct setup at the new location to hands-on troubleshooting of technical issues.

Additional details: While there are multiple resources for the technician to reference, it is important for a successful candidate to be skilled at troubleshooting. DHS has a complex environment and cannot provide a script. Much of the customer-facing work is done via remote console, but there are many situations that require deskside visits. Technical acumen, communication and customer service skills are all important to success in this position.

This position will:

  1. Provide technical desktop support and customer services to DHS.

A.1 Monitor and resolve incidents reported in the DHS IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame.

A.2 Monitor incidents, tasks and service requests and respond as appropriate.

A.2.a. Ensure that services are delivered to customers by the stated completion date of the request. Negotiate any dates with the customer that can t be completed in the original timeline.

A.2.b. Work with other team members on reassignments if necessary.

A.2.c. Keep management informed of any developing or expanding issues.

A.3 Resolve customer s technical issues, respond to questions, and provide general assistance with desktop product use.

A.4 Escalate non-standard issues to the appropriate technical assistance team, as required.

A.5 Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket. Include supporting documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service requests in a timely manner.

A.6 Document common incident resolutions, tips, and process improvements in shared resource area.

A.7 Escalate non-routine customer questions and concerns to management for consideration.

A.8 Set up computers, peripherals, and provide initial PC training for new DHS staff.

The client is in need of immediate assistance with a number of initiatives that are critical not only to the work unit, but also to the Division of Enterprise Services (DES) as well as the agency. It is important to us to acquire the service of a desktop support contractor in the Madison area to assist with the following specific initiatives:

  • Assist with support for PC endpoint incidents and problems. This position will provide timely IT support to client staff so they can more efficiently support critical client services.
  • Assist with operational upgrades of client desktop systems. Windows 10 is going out of support in October. This position will assist in the upgrade of all machines to Windows 11. It is critical that we keep our Windows software up to date to minimize the risk of malware on DHS computers. In addition to Windows, this position will help keep other desktop software up to date minimizing risk to the data in CARES, EHR, WEDSS, and other critical IT systems in use throughout DHS.

The successful candidate may have to undergo a drug test and background check.

Swati Bhardwaj

Digitek Software, Inc.

650 Radio Drive

Lewis Center, OH 43035

Work: x 3135

Fax:

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.