Tech Support Analyst

This Technical Support Specialist position provides excellent customer service, technical/ application support, and consultation services to resolve technical problems and assist the IT operations and development teams, customers, and services with daily project and operational activities. Various duties include: receiving assets, moving equipment within and/or between facilities, staging equipment for build/image activity, and interviewing customers as part of pre-deployment asset discovery.

Additionally, other activities may include executing equipment replacement, updating asset management system to reflect work performed, monitoring daily activity, installing and maintaining PC hardware and software, troubleshooting network usage and computer peripherals, performing system backups and data recovery, resolving network communication problems independently, and preparing assets for disposition.

The employee is responsible for assisting project managers in providing on-site IT support and facilitation for customers The incumbent will also assist in researching technological trends as well as implementing technical policies, standards and procedures that impact agency-wide information system functions. The position will support applications and services such as Mobile, Cayosoft, Commvault, Microsoft SCCM, BOX, DOCUSIGN, Beyond Trust, VOIP, Cradlepoint and will utilize ITSM software to manage incidents, service requests, assets, and changes., This position may require occasional travel to various customer locations throughout the state.

This state agency does not sponsor work visas. This state agency is not enrolled in USCIS E-Verify and is not eligible to employ international F-1 students seeking STEM-OPT extension. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check which may include FBI fingerprinting.

Qualified applicants must detail having experience performing all the following in order to be considered:

• Consulting with business partners/stakeholders for technical support, procurement, and/or improving systems processes
• Coordinating/leading a team
• Supporting Windows operating systems, desktops, laptops, printers, scanners, and/or iPhones/iPads in a remote work environment
• Working with ITSM Tools such as Cherwell or Service Now for incident management/inventory

In addition to having experience in all of the above, Well Qualified applicants must detail having experience in at least one of following:

• Working with apps and tools such as BOX, Beyond Trust, Cradlepoint, DocuSign, or Intune.
• Working with Microsoft SCCM and/or TEAMs for VoIP
• Performing IT asset management functions

WisDOT is a great place to work! In addition to meaningful and rewarding work, we offer a competitive benefits package featuring:

• Substantial leave time including at least 3.5 weeks of paid leave time to start, 9 paid holidays, and 130 hours of sick time that roll over each year.
• Excellent and affordable health, vision, and dental benefits (health plan options start at just $49/month for single plans and $122/month for family plans after two months of employment)
• A casual office atmosphere, flexible work schedules, and telework options depending on the position’s requirements
• An exceptional pension plan with employer match and lifetime retirement payment, plus an optional tax advantaged 457 retirement savings plan
• Well Wisconsin Wellness Program
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being
• Use this Total Rewards Calculator to see the total value of our competitive benefits package!

In addition to our generous employee benefits, we strive for inclusivity and celebrate different religious holidays and cultural observances and provide flexibility for utilizing paid time off for such celebrations. For more information on WisDOT you can visit our website by clicking here., This position is in schedule-range (07-33) with an annual salary of $74,880 - $99,840 (or $36 - $48 per hour), plus excellent benefits. A twelve-month probationary period is required. Pay for current state employees will be set in accordance with the Wisconsin State Compensation Plan.

Join our team of IT professionals as a Tech Support Analyst (IS Tech Services Specialist) supporting a robust Microsoft based network running Windows workstations, tablets, laptops, and OS mobile devices as well as supporting an Office 365 environment for over 3,000 users!

This position offers a hybridized work schedule! This full-time permanent position will be headquartered at and required to work from the WisDOT building located at 141 NW Barstow St. in downtown Waukesha, WI at least 2 days per week. All employees working a hybrid work schedule are generally expected to telework from within the State of Wisconsin. This topic will be discussed more at the time of the interview.

Why work with us in DOT IT? Check out this link for all the benefits of joining our team, or read more below