IT Support Specialist

IT Support Specialist

Disability Rights Wisconsin (DRW) is Wisconsin’s Protection and Advocacy system charged with protecting the rights of individuals with disabilities. The agency uses casework and systems advocacy to achieve positive changes in the lives of people with disabilities and their families. DRW values Diversity, Dignity, Independence, Accessibility, Inclusion, Human Rights, and Liberation.

DRW’s programs include protection and advocacy for people with disabilities, disability benefits specialist services, family care and IRIS ombudsman services, and victim advocacy services for crime victims with disabilities.

The IT Support Specialist plays a key role in supporting employees in their daily work. This role is the initial point of contact for IT requests and ensures timely escalation of more complex issues. Reporting to the IT Manager, the position helps maintain and improve essential systems, devices, and processes that support DRW’s mission.

• Helpdesk and Onsite Support (50%)
  • Triage alerts from users and systems.
  • Provide ticket resolution for T1 and T2 issues.
  • Evaluate and escalate tickets for internal team members and vendors.
  • Respond to system support tickets.
• Identity Access Management (5%)
  • Manage user accounts.
  • Facilitate password and MFA resets.
  • Monitor systems for stale accounts.
• Inventory and Endpoint Management (10%)
  • Track and manage IT inventory including laptops, peripherals, software licenses, and warranties; conduct an annual audit of equipment.
  • Oversee laptop lifecycle: procurement, setup, repair, replacement, wiping, and recycling.
  • Provision and enroll new devices.
  • Inform the IT Manager of IT equipment purchase needs.
  • Regularly audit inventory.
  • Review compliance reports and remediate or elevate gaps.
  • Assist with creating and deploying system configurations.
  • Manage organization‑owned mobile devices.
• Project Support (15%)
  • Execute assigned project tasks and technical implementations.
  • Research solutions for defined project requirements.
  • Assist the IT Manager in providing accessible solutions.
  • Evaluate proposed services for accessibility.
  • Investigate specific solutions to meet accessibility needs.
  • Document configurations, procedures and project outcomes.
• Documentation (5%)
  • Create and maintain documentation for internal IT processes, including checklists and system configurations.
  • Maintain necessary evidence of completed work for compliance and security tracking.
• Staff Training (5%)
  • Support end users through ad hoc training.
  • Create training materials.
  • Provide IT orientation to new hires.
  • Participate in staff training and webinars, including facilitation and presentation.
  • Monitor staff training progress.
• Printer and Network Support (