Overview
Skills
Job Details
Job Description:
***Crop to Crop resumes are accepted
Location Requirement: Onsite or Remote? Candidates MUST be a CURRENT WI resident. NO RELOCATION IS ALLOWED. This position can work remote (within the state of WI) or in the office and may be asked to travel to the various DA offices to install equipment as needed. DOA will reimburse for travel expenses.
The Technician III is a key role providing multi-tiered support for customer-facing applications, infrastructure, and services in DAIT s distributed environment. The scope of this role requires broad and frequent interactions with customers and requires strong technical knowledge, problem solving skills, and excellent service and communications skills. Additionally, this position works with secure networking technologies and systems, network and server infrastructure, and vendor-based Internet services. This position requires knowledge of desktop and application support technologies and practices, networking hardware and connectivity standards, knowledge of information security practices, and core infrastructure components required to maintain and secure State systems in local DA office environments. The core components include productivity applications, routers, switches, servers, UPS devices, computers and printers.
The position requires up to 20% in-state travel to perform onsite work which is generally done independently. This position works without close supervision while onsite and the Technician must be capable of successfully and independently completing the work and representing the State. The position works as part of the technical support team, delivering effective solutions and improvements as well as providing skilled customer support that is focused on effectively resolving issues. This is a key support position and frequently interacts and collaborates with staff in DAIT and county IT.
Knowledge, Skills, and Abilities:
- Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through email, or through the ticketing system.
- Perform remote support as required to resolve the customer s request.
- Manage support tickets in a timely manner, documenting all related work and providing status updates.
- Develop and modify knowledge base articles that are related to provided solutions.
- Collaborate with technical teams to plan, install, maintain, and recover network, server, and other infrastructure equipment in DA offices and the data center.
- Monitor and resolve network and systems connectivity, performance, and security issues to improve reliability and compliance.
- Develop and maintain diagrams, procedures, and documentation for the proper use and support of DA office infrastructure.
- Implement infrastructure performance and security improvements based on customer feedback.
- Collaborate with team members to audit system security to maintain regulatory and policy compliance.
- Establish and maintain effective working relationships with team, customers, vendors and all others using principles of excellent customer service.
Required skills:
- At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role
- Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
- Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
- Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
Desired Skills:
- Experience working on project-based teams that follow Agile methodologies.
- Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.