IT Support Specialist

About the Position

The IT Support Specialist provides first‑line support for Disability Rights Wisconsin employees, ensuring timely escalation of complex issues and maintaining essential systems.

• Helpdesk and Onsite Support (50%)
  • Triage alerts from users and systems.
  • Resolve T1 and T2 tickets.
  • Escalate tickets to internal team or vendors.
  • Respond to system support tickets.
• Identity Access Management (5%)
  • Manage user accounts and permissions.
  • Facilitate password and MFA resets.
  • Monitor for stale accounts.
• Inventory and Endpoint Management (10%)
  • Track IT inventory and conduct annual audits.
  • Oversee laptop lifecycle: procurement, setup, repair, replacement, wiping, recycling.
  • Provision and enroll new devices; inform the IT Manager of purchasing needs.
  • Maintain compliance reports and remediate gaps.
  • Assist with system configuration deployments.
  • Manage organization‑owned mobile devices.
• Project Support (15%)
  • Execute assigned technical projects.
  • Research and recommend solutions.
  • Assist with accessible solutions and evaluate services.
  • Document configurations, procedures, and outcomes.
• Documentation (5%)
  • Create and maintain internal IT process documentation.
  • Maintain evidence of completed work for compliance.
• Staff Training (5%)
  • Provide ad‑hoc end‑user training and orientation.
  • Create training materials.
  • Facilitate training sessions and webinars.
  • Monitor training progress.
• Printer and Network Support
  • Deploy and update printer drivers.
  • Configure printer/scanner and address books.
  • Troubleshoot connectivity and patch network jacks.
  • Change switch port VLAN assignment.
  • Assist MSP with on‑site support.
• Security and Compliance Support (2%)
  • Execute Service Restoration Plans.
  • Participate in Incident Response and tabletop exercises.
  • Update IR and DR plans.
  • Lead risk assessments and remediation tasks.
• Stay Current with IT Standards (5%)
  • Pursue industry certifications.
  • Maintain training on supported systems.
  • Research emerging technology and industry best practices.
• General Responsibilities
  • Adhere to all organizational policies and procedures.
  • Participate in company meetings and committees.

• Minimum Qualifications:
  • 1‑2 years of progressive experience in a paid technical IT role.
  • Organize incoming work requests and maintain day‑to‑day productivity.
  • Proficiency with Microsoft 365, Intune, and Defender.
  • Basic network troubleshooting skills.
  • Root‑cause analysis and solution recommendation.
  • Educate users to resolve issues independently.
  • Analytical, problem‑solving, and critical reasoning skills.
  • Excellent interpersonal and communication skills.
  • Willingness to work outside standard hours when needed.
  • Ability to travel to remote office locations.
• Preferred Qualifications
  • Microsoft 365 Copilot and Agent Administration Fundamentals certifications.
  • Experience with Microsoft Autopilot, Entra, ticketing, and remote management platforms.
  • Experience in IT documentation, audits, and compliance reporting.
  • Familiarity with NIST 800‑53 and HIPAA compliance.
  • Experience supporting individuals with disabilities or diverse backgrounds.
  • Experience with assistive technology and system modifications for accessibility.
  • Fluency or strong proficiency in American Sign Language, Hmong, or Spanish.

Hybrid work with offices in Milwaukee and Madison. Salary range: $26.00–$32.00 per hour.

Health insurance, disability insurance, 401(k) with employer contribution, flexible spending account, dental and vision coverage, life and critical illness insurance, pet insurance, public student loan forgiveness eligibility, paid time off (holidays, vacation, sick, bereavement), employee assistance program, commuter choice, sabbatical leave.

We are an equal‑opportunity employer. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.