IO Datasphere, Inc. has been providing project management, software development and IT staff augmentation services to our clients in the Midwest and throughout the U.S. since 1996. We are an approved vendor on contract to provide software development and IT staff augmentation services for the States of Illinois, Michigan, Minnesota, Iowa, and Wisconsin. We also provide these services to businesses, as well as local and county governments, in the Midwest and nationwide.

Our client is looking for a Technician to provide multi-tier computer, application, and network technical support and consultations for remote and onsite requests. This includes network infrastructure, security, cloud services, and on-premises solutions. Technician III is a key role providing multi-tiered support for customer-facing applications, infrastructure, and services in 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 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.

Tasks

• 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 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.

Knowledge, Skills and Abilities Required:

• Strong interpersonal skills and the ability to work with limited supervision in professional office settings as well as virtually on a team.
• The ability to meet and maintain the fleet car rental requirements.
• Strong written and oral communication skills.
• Ability to lift 50lbs

NOTE: 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.

Location: Madison, WI (Mostly remote form within the State of WI)

Contract: 1 years

Skills Required:

• 5-7 years - Experience in a customer-facing, multi-tier, technology support role
• 5-7 years - Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
• 5-7 years - Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
• 5-7 years - Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
• Experience resolving tickets on first call and when required, following established escalation practices.
• Experience with remote support technology tools (screen sharing, voice, chat, etc.)
• Experience establishing and building support workflows and diagrams based on team and customer requirements.
• Experience supporting computers, printers, networks, servers, and equipment in security compliant data centers and offices.
• Experience with security frameworks and their application to networked environments.
• Experience developing and maintaining a service calendar.
• Experience in non-prime shift, on-call technical support as needed.

Skills Desired A plus to have:

• 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.
• Experience in project management and its associated practices.
• Experience with inventory management and planning cycles.
• Experience with vendor management with ordering and warranty support.

*** Rate depends on experience

*** Candidates authorized to work in the US are encouraged to apply. We can accept H1b, , TN, and other valid work visas for IT. However, we cannot accept OPT or CPT visas at this time.

*** Companies submitting candidates should only submit direct W2 employees for this position.

Please submit your resume by using the "URL" below