Job Description:
***Crop to Crop resumes are accepted
Location Requirement: This position is onsite 5 days a week. Possibility of remote work one day a week.
Candidates must be CURRENT WI residents. Relocation is not allowed.
Up to 10% travel is required for this position. This would be rare occurrences of 1-night stays within the state to other facilities or conferences.
The Bureau of Information Technology Services (BITS) requires a Desktop Support IV resource to provide technical support for telecommunications and mobile device initiatives that are critical to the work unit, the Division of Enterprise Services (DES), and the agency. This position supports the Communications and Mobile Device Support (CMDS) team in the deployment, configuration, maintenance, inventory management, and support of agency-issued mobile devices.
Essential Duties and Responsibilities
Mobile Device Support
- Support DHS telecommunications and mobile devices, including iPhones and
iPads, used by DHS staff, and Electronic Health Records (EHR) at centers and
institutions. - Assist in supporting more than 5,000 mobile devices used by DHS staff and
county staff. - Configure, deploy, and distribute mobile devices to staff located across multiple
sites throughout the state. - Provide technical assistance to users to ensure successful utilization of mobile
devices and related services.
Inventory and Asset Management
- Assist with the processing of returned mobile devices.
- Perform device sanitization, inventory tracking, and reconfiguration activities.
- Prepare devices for redeployment to meet ongoing business needs.
- Support inventory and billing management activities related to agency mobile
devices.
User Training and Support
- Provide one-on-one training for new hires and employees returning to the office.
- Assist users with mobile device setup, functionality, and operational questions.
- Work collaboratively with the CMDS team to ensure users receive timely and
effective support.
Device Maintenance and Security
- Assist with operational upgrades of DHS-issued mobile devices.
- Support operating system updates and device patching efforts.
- Help ensure mobile devices remain current and secure to reduce the risk of
malware and other security threats. - Assist with maintaining device readiness and operational reliability.
Working Relationships
- Works closely with the BITS Communications and Mobile Device Support
(CMDS) team. - Provides support to DHS staff, county staff, National Guard personnel, and other
authorized mobile device users. - Collaborates with agency personnel to support mobile device deployment,
maintenance, and recovery processes.
Required Skills:
- 3-5 years'' Microsoft Office
- 2+ years'' with maintaining, updating, and deploying Apple Products / iOS
- 2+ years'' with Mobile Device Management (Workspace ONE / AirWatch)
- 2+ years'' experience in a customer facing IT role
Desired Skills:
- 2+ years'' experience within Cherwell / Ivanti Ticketing and assets management system
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