Desktop Support-IV | W2 Role | Applicant Must Be Current WI Resident

The State of Wisconsin is looking for a Desktop Support IV to join their team.

This position is onsite 5 days a week. Possibility of remote work one day a week.

Candidates must be CURRENT WI residents. Relocation is not allowed.

Up to 10% of travel is required for this position. This would be rare occurrences of 1-night stays within the state to other facilities or conferences.

The Bureau of Information Technology Services (BITS) requires a Desktop Support IV resource to provide technical support for telecommunications and mobile device initiatives that are critical to the work unit, the Division of Enterprise Services (DES), and the agency. This position supports the Communications and Mobile Device Support (CMDS) team in the deployment, configuration, maintenance, inventory management, and support of agency-issued mobile devices.

• Support Agency telecommunications and mobile devices, including iPhones and iPads, used by Agency staff, and Electronic Health Records (EHR) at centers and institutions.
• Assist in supporting more than 5,000 mobile devices used by Agency staff and county staff.
• Configure, deploy, and distribute mobile devices to staff located across multiple sites throughout the state.
• Provide technical assistance to users to ensure successful utilization of mobile devices and related services.

• Assist with the processing of returned mobile devices.
• Perform device sanitization, inventory tracking, and reconfiguration activities.
• Prepare devices for redeployment to meet ongoing business needs.
• Support inventory and billing management activities related to agency mobile devices.

• Provide one-on-one training for new hires and employees returning to the office.
• Assist users with mobile device setup, functionality, and operational questions.
• Work collaboratively with the CMDS team to ensure users receive timely and effective support.

• Assist with operational upgrades of Agency-issued mobile devices.
• Support operating system updates and device patching efforts.
• Help ensure mobile devices remain current and secure to reduce the risk of malware and other security threats.
• Assist with maintaining device readiness and operational reliability.

• Works closely with the BITS Communications and Mobile Device Support (CMDS) team.
• Provides support to Agency staff, county staff, National Guard personnel, and other authorized mobile device users.
• Collaborates with agency personnel to support mobile device deployment, maintenance, and recovery processes.

• 3-5 years' Microsoft Office
• 2+ years' with maintaining, updating, and deploying Apple Products / iOS
• 2+ years' with Mobile Device Management (Workspace ONE / Air Watch)
• 2+ years' experience in a customer facing IT role

• 2+ years' experience within Cherwell / Ivanti Ticketing and assets management system

• 2 rounds of interviews. First round will be virtual, Second round will be onsite in Madison, WI.

• 06/30/2027, possibility of extension.

• This position is onsite 5 days a week. Possibility of remote work one day a week.
• Candidates must be CURRENT WI residents. Relocation is not allowed.
• Up to 10% of travel is required for this position. This would be rare occurrences of 1-night stays within the state to other facilities or conferences.

• This person will be on a team with 12 other individuals.
• This person will be onboarding and offboarding government employee devices. This includes mobile devices, iPads, etc. Therefore, customer service and presentation skills are a key part of this role. Candidates should be detail oriented in their record keeping / inventory abilities
• The contractor will handle a big surge of nearly 2,000 device deployments over the next 12 months.
• The Workload (Next 12 Months)

• 300 US Cellular Devices (New Urgent Priority):
  The T-Mobile merger is forcing us off the US Cellular network. We must audit usage for 300 devices and replace them where necessary to prevent service cutoffs.
• 800 iPads (July – Dec):
  Swapping out old iPads at our facilities.
  
  Every device needs configuration, wiping, and properly inventory of new and retired devices.
• 325 iPads (Early 2027):
  Continuation of setting up and sending out a second wave of new devices.
• 215 iPhones (Now):
  Replacing old iPhone XRs and 11s that are hitting end-of-life.
• 300 Upgrades at MiLES (Early 2027):
  Upgrading all iPhones at the Miles facility.
• Software Migration (TBD):
  Moving our ticketing system from Cherwell to Ivanti in near future.
• Conference & Team Support (Ongoing):
  Using a contractor to help the distance tech team when we travel for conferences. This person will help either back at the office with daily…