Systems Administrator I

Provide professional multidivisional hardware and software support for all customers utilizing the client IT services.

• Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues.
• Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.)
• Provide training and education to customers.
• Accurately update and document incidents and service requests using the Cherwell incident management system.
• Configure, install, and upgrade computer hardware and software. This includes testing and piloting for multiple divisions and documenting the results.
• Work with BITS to support the use of Enterprise Software Distribution (ESD) technology for the deployment of software, business applications, and anti-virus definitions to all workstations.
• Identify and effectively prioritize situations requiring urgent attention.
• Regularly communicate updates to all end users, vendors, and other members of the department regarding hardware and software needs requests within the Department.
• Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.)

Create, maintain, and update documentation and technical information within the unit's knowledge base.

• Assist with the development and maintenance of user communication templates and procedures.
• Assist with the overall development and maintenance of the knowledge base system.
• Provide consultation to Divisions and, with other IS staff, develop standards, specifications, and justifications for new business needs related to IT hardware or software.
• Maintain technical expertise with system information, changes, and updates.
• Coordinate with team and project leads to ensure the uniform implementation of ideas and programs being promoted by the various business areas and provide resource needs for statewide BITS IT projects.

Perform routine maintenance of IT Asset management systems.

• Coordinate resource needs identification for IT asset management with IS Supervisors.
• Ensure IT Asset Management systems are updated with accurate recordkeeping and inventory data, and inform BITS management if problems with recordkeeping tasks arise.
• Perform a physical asset management inventory as needed

Do you have experience in iOS support?, Note: Candidate must be a CURRENT WI resident. No relocation allowed. This position is ONSITE for the first 4-6 weeks. Afterward, candidates may be able to work a Hybrid schedule.

Top Required Skills & Years of Experience:

1. Experience providing remote support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.

2. Experience providing support for Microsoft Office 365 and TEAMS.

3. Experience working with ITSM Tools such as Cherwell or Service Now for incident management and inventory.

Nice to Have Skills:

1. Mentoring and/or training counterparts/team members.

2. Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards., * Personal computer operating systems, including Microsoft Windows 11.

• Mobile operating systems, including iOS.
• Personal computer software applications, including Microsoft Office (Access, Excel, Outlook, Word, and PowerPoint), Adobe Acrobat, etc.
• Significant ability to articulate and communicate technical concepts both orally and in writing to various stakeholders, including those from a non-technical background.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
• Ability to prioritize tasks based on level of importance in a fast-paced environment.
• Ability to perform work independently as well as a contributing member of a team.
• Strong understanding of problem-solving methods and practices.
• Experience developing appropriate documentation for customers and service desk staff.
• Understanding of ITIL Service Desk Incident Management methods and practices.
• Demonstrated commitment to valuing diversity and contributing to an inclusive workplace
• Proven ability to collaborate with a wide range of individuals with varying backgrounds to work together for a common purpose to achieve business goals

4.34.3 out of 5 stars Madison, WI 53703 Hybrid work $28 - $31 an hour - Contract