Desktop Support IV

Job Description

Job Description

Job Description:
This role requires applicants to participate in tier three desktop support; assist in projects as a technical resource; work on a team of 8 technicians as well as independently; be comfortable working for a larger organization consisting of over 9,000 devices and 10,000 users. Must be able to balance work load of incident/service requests and project work. Professional verbal and written communication skills are a must. This is a remote position with occasional office/site visits for troubleshooting and/or project work.

The candidate must work and live in the state of Wisconsin.

The main activities for this role are as follows:

· Tier 3 support and maintenance of workstation software and hardware

· Support and maintenance of Operating Systems for user workstations

· Peripheral device support (printers/scanner/etc) and maintenance

· Incident and Service Request Management

· Technical assistance on projects as assigned by Desktop Support Supervisor

Top Required Skills & Years of Experience:

· Tier 3 support and maintenance of workstation software and hardware (5 years or more required)

· Support and maintenance of Operating Systems for user workstations (5 years or more required)

· Peripheral device support (printers/scanner/etc) and maintenance (2-5 years or more preferred)

· Incident and Service Request Management (5 years or more REQUIRED)

· Technical assistance on projects as assigned by Desktop Support Supervisor (2-5 years or more preferred)

· Strong written and oral customer support correspondence experience (5 years or more required) 

Nice to Have Skills:

· Packaging software applications for mass deployment using management tool (SCCM, Ivanti, etc.)

· Patch Management

· Imaging experience using management tool (SCCM, Ivanti, etc.)

· Learning management system (LMS) support experience

· Google Workspace experience

· Microsoft's Group Policy Object (GPO) experience

Interview Process: Two Round Interview Process. Microsoft Teams video and potential onsite, or virtual second round.

Onsite or Remote: Candidate must be a CURRENT WI resident. No relocation allowed. This role is mostly remote within the State of Wisconsin but may require coming into the central office on a monthly basis for implementations, meetings, etc.