Desktop Support Specialist

Introduction

The Department of Health Services (DHS), Division of Enterprise Services (DES), Bureau of Information Technology Services (BITS) is recruiting to fill a Desktop Support Specialist position.

This position will work onsite at 201 East Washington Ave in the heart of downtown Madison, near the State Capitol, the Madison Metro route and the Capital City bike path. DHS is one of the largest and most diverse state agencies in Wisconsin, with an annual budget of roughly $20 billion and more than 7,100 employees

DHS is located at 201 East Washington Ave in the heart of downtown Madison. This position has the ability to work remotely up to 4 days per week with the other 1 day in the office.

As the Desktop Support Specialist you will be part of a support team with the following duties:

• Providing technical support to DHS staff. Troubleshooting break / fix issues as they arise.
• Assisting in breakdown / move / setup of equipment.
• Tracking asset assignments in our Service Management tool.
• Imaging, installing, and configuring desktop equipment.

• Providing technical onboarding for new staff.
• Documenting recurring issue resolutions in a shared resource.
• Managing an active ticket queue, resolving tickets in a timely manner.
• Escalating non-standard issues to the appropriate team.

This position requires the ability to troubleshoot and resolve issues that do not yet have an identified resolution path.

The starting pay is between $39.93 and $45.11 per hour (approximately between $83,000 and $93,800 per year), depending on qualifications, plus excellent benefits. A 12-month probationary period is required.

Pay for current or former state employees will be set based on the rules that apply to compensation for the applicable transaction. This position is classified as an IS Technical Services Specialist and is in pay schedule and range 07/33.

All applicants who may be appointed to this position will be required to allow DHS to conduct a background check to determine whether the circumstances of any conviction may be related to the job being filled.

DHS does not sponsor work visas for this position, thus, in compliance with federal law, selected candidates will be required to verify eligibility to work in the United States by completing the required I-9 form upon hire. DHS is not an E-Verify employer nor a STEM-OPT eligible employer.

Minimally qualified applicants will have all of the following:

• Experience using Ivanti EndPoint Manager, SCCM (System Center Configuration Manager) or equivalent.
• Experience administering or managing devices such as printers, laptops, or desktops.
• Experience diagnosing and assessing complex installation issues without the aid of a troubleshooting tree or script.

In addition, highly qualified applicants will also have one or more of the following:

• Experience troubleshooting and resolving installation and software removal issues.
• Experience testing software or hardware (e.g., model testing, installation testing, etc.).
• Experience with the image creation process for virtual machines, desktops, and laptops.
• Experience using desktop tools such as the event viewer, procmon, or task manager in the troubleshooting process.

Your letter of qualifications and resume are limited to two (2) pages each. For a guide on developing your resume and letter of qualifications and what should be included in these materials.

DHS is an Equal Opportunity and Aff… Veterans are encouraged to apply. For complete information on Veterans’ hiring programs with the WI Department of Veteran’s Affairs.

The Final date to receive applications is November 5th at 11:59pm. Applicants are strongly encouraged to allow ample time to finalize their applications keeping in mind that technical assistance is only available Monday through Friday 7:45 am – 4:30 pm. Late or incomplete applications will not be accepted.