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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - **Company:** Disability Rights Wisconsin - **Location:** Milwaukee, WI, United States - **Experience:** Starter - **Salary:** $54,080.0 - $66,560.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, System Configuration, Identity and Access Management, Networking Basics, Azure Active Directory, Remote Infrastructure Management, Virtual Local Area Networks, Office365, Microsoft InTune, Deployment Automation, Network Support, User Accounts - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=852637a22e786bda ## About the Role Do you have experience in User training (technical support)?, * 1-2 years of progressive experience in a paid technical IT role: o Able to organize incoming work requests and maintain day-to-day productivity. o Proficiency in supporting Microsoft 365, including Intune and Defender. o Ability to troubleshoot basic network issues * Proven ability to troubleshoot technical issues, identify root causes, and recommend effective solutions. * Ability to educate and empower users to resolve common issues independently. * High-level analytical thinking, problem-solving, and critical reasoning skills. * Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical audiences. * Willingness to work outside of standard business hours when necessary or in emergency support situations. * Ability to travel to remote office locations as needed., * Certifications: Microsoft 365 Copilot and Agent Administration Fundamentals * Experience with Microsoft Autopilot for device provisioning and endpoint compliance. * Experience with Microsoft Entra, ticketing and remote management platforms. * Experience contributing to IT documentation, audits, and compliance reporting. * Familiarity with NIST 800-53 security controls and HIPAA compliance. * Experience working with individuals with disabilities and/or people from culturally diverse backgrounds. * Support employees with assistive technology and assist in modifying systems or equipment for accessibility. * Fluency or strong proficiency in American Sign Language, Hmong, or Spanish; Work Environment and Physical Demands * Remaining in a stationary position, often standing or sitting for prolonged periods: 27 to 40 or more hours * Moving about to accomplish tasks or moving from one worksite to another: 13 hours or less * Repetitive motions that may include the wrists, hands, and fingers: 27 to 40 or more hours * Operating motor vehicles: 13 hours or less * Sedentary work that primarily involves sitting and standing: 27 to 40 or more hours ## Description The IT Support Specialist plays a key role in supporting employees in their daily work. This role serves as the initial point of contact for IT requests and ensures timely escalation of more complex issues. Reporting to the IT Manager, this position helps maintain and improve essential systems, devices, and processes that support the organization's mission., 1. Helpdesk and Onsite Support (50%): a) Triage alerts from users and systems. b) Provide ticket resolution for T1 and T2 issues. c) Evaluate and escalate tickets for internal team members and vendors. d) Respond to system support tickets. 2. Identity Access Management (5%): a. Take primary responsibility for managing user accounts. b. Facilitate password and MFA resets. c. Monitor systems for stale accounts. 3. Inventory and Endpoint Management (10%): a. Track and manage IT inventory including laptops, peripherals, software licenses, and warranties. Including an annual audit of equipment. b. Oversee laptop lifecycle: procurement, setup, repair, replacement, wiping, and recycling. c. Provision and enroll new devices. d. Inform the IT Manager of IT equipment purchase needs. e. Regularly audit inventory. f. Review compliance reports and remediate or escalate gaps. g. Assist with creating and deploying system configurations. h. Manage organization-owned mobile devices. 4. Project Support (15%): a. Execute assigned project tasks and technical implementations. b. Research solutions for defined project requirements. c. Assist the IT Manager in providing accessible solutions d. Evaluate proposed services for accessibility e. Investigate specific solutions to meet accessibility needs f. Document configurations, procedures and project outcomes. 5. Documentation (5%): a. Create and maintain documentation for internal IT processes, including creating checklists and documenting system configurations. b. Maintain necessary evidence of completed work for compliance and security tracking. 6. Staff Training (5%): a. Support end users through ad hoc training. b. Creation of training materials. c. Provide IT orientation to new hires. d. Participate in staff training and webinars, including facilitation and presentation. e. Monitor staff training progress. 7. Printer and Network Support (<1%): a. Deploy and update printer drivers. b. Configure printer/scanner access and address books. c. Troubleshoot connectivity issues. d. Patch network jacks. a. Change switch port VLAN assignment b. Assist MSP with on-site support 8. Security and Compliance Support (2%): a. Execute documented Service Restoration Plans b. Act as part of the Incident Response Team (IRT) c. Assist with regular review and update of IR and DR plans d. Participate in tabletop IR and DR exercises e. Assist the IT Manager with Risk Assessments of software, services, and processes and perform remediation tasks as assigned. 9. Stay current with IT standards and Best Practices (5%): a. Pursue industry certifications (Microsoft, COMPTIA, CIS, etc.) b. Maintain training and certifications on supported systems c. Engage in research of emerging technology, best practices, and industry standards. 10. General (<1%): a. Adhere to all DRW policies and procedures, including but not limited to work hours, timesheets, file maintenance, confidentiality, and security. b. Participate in DRW activities such as all-staff meetings and committees. 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