Desktop Support IV

Job Title: Desktop Support IV

Industry: Government / Public Sector – State Judiciary and Court System

Location: Madison, WI (50% remote; travel throughout Wisconsin required)

Duration: 8 months; extension likely – W2 or C2C Contract

Schedule: 40 hours per week; 7:00 AM to 4:30 PM

Candidate Location: Candidates must be CURRENT Wisconsin residents.

Interview Process: 2 rounds; virtual then final round onsite

Position Overview

Under the supervision of a Technical Unit Supervisor, this position is part of a team that has overall responsibility for the computer and network infrastructure that supports the operations of a statewide court system enterprise, which includes over 6,000 computing devices. Specifically, the Technical Support Engineer – Contractor will service court customers throughout the state and will be based in Madison, Wisconsin.

This position has five main areas of responsibility:

1. Provides maintenance and support for court system software and hardware.
2. Installs, configures, and troubleshoots computer hardware and software in county courthouses and court system offices throughout Wisconsin.
3. Provides technical customer support to employees and takes corrective action.
4. Performs field service to upgrade hardware or troubleshoot and resolve technology issues.
5. Responds effectively and efficiently to unplanned events such as system failures or natural disasters involving production systems.

Key Qualifications

Must Haves (2 years' experience):

• Associate’s degree in computer science, computer technician, or related field.
• Ability to set up computers, related peripherals and audio/visual equipment.
• Knowledge of local and wide-area networking.
• Ability to implement infrastructure hardware, address technical emergencies, and implement cybersecurity policies.
• Must have excellent customer service skills.
• Proven ability to install, configure, repair, and maintain computer hardware.

Required Qualifications

• Associate’s Degree in computer science, computer technician, or related field.
• Experience providing phone-based technical support.
• Experience in computer hardware and software support and maintenance.
• Experience installing, configuring, upgrading and troubleshooting computers, printers, scanners, and other peripherals.

Preferred Qualifications

• Experience or training in supporting audio/visual technologies, including video conferencing tools.
• Experience or training in supporting Windows Server.
• Experience or training in supporting Remote Desktop Services (Terminal Services).
• Experience or training in supporting Active Directory and Group Policy.
• Experience or training in supporting Local Area Networks.

Nice to Haves

• Knowledge of computer networking principles.
• Knowledge of digital audio recording equipment.
• Knowledge and understanding of user accounts in an Active Directory environment.

Knowledge, Skills, & Abilities Required

• Ability to set up computers, related peripherals and audio/visual equipment.
• Knowledge of computer operating systems and hardware.
• Skill in maintaining computer equipment in courtrooms, offices, desks, and central server areas.
• Skill in technical troubleshooting.
• Skill in providing professional customer service.
• Skill in verbal and written communication.
• Knowledge of local and wide-area networking.
• Ability to implement infrastructure hardware, address technical emergencies, and implement cybersecurity policies.

Responsibilities

Technical Support & Maintenance

• Provides maintenance and support for court system software and hardware.
• Installs, configures, and troubleshoots computer hardware and software in county courthouses and court system offices throughout Wisconsin.
• Provides technical customer support to employees and takes corrective action.

Field Service & Troubleshooting

• Performs field service to upgrade hardware or troubleshoot and resolve technology issues.
• Approximately 25–50% of this position's responsibilities will be to travel within Wisconsin and replace/repair equipment.
• Must meet the minimum standards for driving a state vehicle. Must be able to travel throughout the State of Wisconsin with overnights.
• If a personal vehicle is used, mileage will be reimbursed at $0.51/mile from the normal place of work to the off-site location and return trip.

Technical Emergencies

• Responds effectively and efficiently to unplanned events such as system failures or natural disasters involving production systems.

Other Job Notes

Contacts

Works closely and on a routine basis with technical support teams and stakeholders, including clerks of circuit court and county staff, the judiciary and their staff, county information technology and facilities staff, network administrators, department managers, and their staff and consultants.

Work Environment

The Desktop Support IV position generally works indoors in an office setting with temperature controls and reasonably low noise levels. Travel to off-site locations is frequently required for installation and maintenance of computing equipment throughout the state and will fluctuate based on work plans.

Physical Demands

The Field Service Technician requires a significant amount of physical effort. Physical demands include frequent lifting, standing, walking, sitting, handling, grasping, talking, hearing, repetitive motions, and hand-eye-foot coordination. Physical demands can also include occasional reaching and feeling, carrying, pushing, pulling, climbing, balancing, stooping, kneeling, crouching, and crawling. Employee will occasionally move objects weighing up to 75 pounds.