Desktop Support IV

Hi,

Job Title: Desktop Support IV - Mobile Device Support

Location: Madison, WI (Onsite 5 days/week; possible 1 remote day/weeK)

WORK ARRANGEMENT:

• Primarily onsite in Madison. The source posting states that the position is onsite 5 days per week, with the possibility of remote work 1 day per week.
• Candidates must currently reside in Wisconsin; relocation is not allowed. Up to 10% in-state travel may be required, generally rare one-night overnight trips to other facilities or conferences.

CLIENT LOCATION: 201 E. Washington Ave., Madison, WI 53703

REQUIRED SKILLS: (Need All)

• Microsoft Office: 3-5 years of experience supporting or working extensively with Microsoft Office products.
• Apple / iOS Device Support: 2+ years maintaining, updating, deploying, onboarding, offboarding, and troubleshooting Apple products, iPhones, and iPads.
• Mobile Device Management: 2+ years using Workspace ONE / AirWatch or a comparable mobile-device-management platform.
• Customer-Facing IT Support: 2+ years in a client-facing or customer-facing IT role, with strong customer-service and presentation skills.

NICE TO HAVE SKILLS:

• 2+ years of experience with Cherwell or Ivanti ticketing and asset-management systems.
• Experience supporting large-scale mobile-device lifecycle programs, including configuration, deployment, sanitization, inventory, redeployment, and retirement.
• Experience supporting telecommunications services, mobile-device billing, and distributed users across multiple locations.

INTERVIEW PROCESS:

• Two interview rounds are planned. The first round will be conducted virtually; the second round will be onsite in Madison, Wisconsin.

DESCRIPTION OF ROLE:

The Wisconsin Department of Health Services is seeking a Desktop Support IV resource to join the Bureau of Information Technology Services Communications and Mobile Device Support team. The contractor will provide hands-on technical support for telecommunications and mobile-device initiatives, with a primary focus on configuring, deploying, maintaining, tracking, and supporting agency-issued iPhones, iPads, and related services.

The role supports a 12-person team and a large statewide user community that includes DHS staff, county staff, National Guard personnel, and other authorized users. The environment includes more than 5,000 mobile devices and a near-term surge of approximately 2,000 devices that must be audited, configured, deployed, upgraded, inventoried, or retired during the next 12 months. The work is highly customer-facing and requires careful recordkeeping, strong presentation skills, and consistent attention to device security and operational readiness.

Key Responsibilities

• Mobile Device Deployment and Support: Configure, deploy, distribute, maintain, and troubleshoot DHS-issued iPhones, iPads, and related telecommunications services for users across multiple locations.
• Onboarding and Offboarding: Prepare and issue devices for new hires, recover devices from departing staff, sanitize returned equipment, update inventory records, and reconfigure devices for redeployment.
• Inventory and Asset Management: Maintain accurate device, billing, and inventory records for new, active, returned, retired, and redeployed equipment.
• User Training and Customer Support: Provide one-on-one setup assistance and training for new hires and employees returning to the office; answer operational questions and help users successfully adopt supported devices and services.
• Maintenance and Security: Support operating-system updates, device patching, upgrades, configuration standards, and other activities needed to keep mobile devices current, reliable, and protected from security threats.
• High-Volume Deployment Program: Help deliver the next 12 months of device work, including approximately 300 US Cellular replacements, 800 iPad swaps through December, 325 additional iPads in early 2027, 215 end-of-life iPhone replacements, and approximately 300 iPhone upgrades at the MiLES facility.
• Ticketing and Team Coverage: Support the planned migration from Cherwell to Ivanti and provide coverage for daily customer support when other team members travel to conferences or facilities.

OTHER NOTABLES:

• Travel: Up to 10% in-state travel may be required. Travel is expected to be infrequent and may include a one-night overnight stay.
• Team Environment: The selected contractor will work with approximately 12 other team members in the Communications and Mobile Device Support function.
• References and Security: Candidates should be prepared to provide professional references. The position is subject to the State onboarding and security requirements identified in the posting.
• Federal Tax Information: The position is not expected to access Federal Tax Information.
  
  
  

Thanks and regards

Sarvesh

Technical Recruiter

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