Overview
Hybrid
Depends on Experience
Full Time
Skills
Endpoint Protection
IT Service Management
Microsoft Windows
Operating Systems
Process Improvement
BIOS
Technical Support
Job Details
Description:
Agency needs immediate assistance with several desktop initiatives vital to agency.
Assist with support for PC endpoint incidents. This position will provide timely IT support to staff so they can more efficiently support critical initiatives.
Assist with operational upgrades of desktop systems. 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.
This position will assist with various technical aspects of that move, from confirming the 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. Agency 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:
A. Provide technical desktop support and customer services.
A.1Monitor and resolve incidents reported in the IT service management system. Ensure that customers are contacted and a resolution takes place within the acceptable time frame.
A.2Monitor 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.3Resolve customer s technical issues, respond to questions, and provide general assistance with desktop product use.
A.4Escalate non-standard issues to the appropriate technical assistance team, as required.
A.5Record 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.6Document common incident resolutions, tips, and process improvements in shared resource area.
A.7Escalate non-routine customer questions and concerns to management for consideration.
A.8Set up computers, peripherals, and provide initial PC training for new staff.
Agency needs immediate assistance with a number of initiatives that are critical not only to the work unit, but also to the 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 staff so they can more efficiently support critical services.
Assist with operational upgrades of 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 computers. In addition to Windows, this position will help keep other desktop software up to date by minimizing risks to data in CARES, EHR, WEDSS, and other critical IT systems in use throughout.
Top Required Skills & 3+Years of Experience:
Experience in troubleshooting issues on Windows laptops and desktops.
Experience in tracking effort through a ticket system.
Experience in software installation, both packages and manual.
Experience setting up computer stations and peripherals.
Nice to Have Skills:
Experience with the use of desktop tools such as Ivanti or SCCM.
Experience imaging computer systems.
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.