Desktop Support

Note: This role is 100% On-site in Madison.

Project Description:

• The client needs immediate assistance with several desktop initiatives.
• Assist with support for PC endpoint incidents. This position will provide timely IT support to the staff so they can more efficiently support critical 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.
• 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.

This position will:

Provide technical desktop support and customer services.

• Monitor and resolve incidents reported in the IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame.
• Monitor incidents, tasks and service requests and respond as appropriate.
• 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.
• Work with other team members on reassignments if necessary.
• Keep management informed of any developing or expanding issues.
• Resolve customer s technical issues, respond to questions, and provide general assistance with desktop product use.
• Escalate non-standard issues to the appropriate technical assistance team, as required.
• 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.
• Document common incident resolutions, tips, and process improvements in shared resource area.
• Escalate non-routine customer questions and concerns to management for consideration.
• Set up computers, peripherals, and provide initial PC training for new 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 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 minimizing risk to the data in critical IT systems in use throughout.

Top Skills & Years of Experience (8 or more years of experience in the following):

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

Nice to Have Skills:

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