Senior Technical Support Specialist; LTE

Senior Technical Support Specialist (LTE)

Disability Rights Wisconsin is the state’s Protection and Advocacy system, charged with protecting the rights of individuals with disabilities and keeping them free from abuse and neglect. Employing a variety of means, our advocates and attorneys use individual casework and systems advocacy to achieve positive changes in the lives of people with disabilities and their families. We are seeking employees who value this work.

In turn we treat our employees well, offering a supportive environment, talented colleagues, excellent benefits, and generous leave.

Disability Rights Wisconsin arose out of a disability civil rights movement demanding that the abuse of people with disabilities end and that people with disabilities be included in life, school, workplaces, and communities. Our core values include Diversity, Dignity, Independence, Accessibility, Inclusion, Human Rights, and Liberation.

A diversity-based approach to disability rights recognizes the intersectional nature of oppression experienced by people with disabilities from marginalized and underserved communities. We work to specifically address disability-related injustices at the intersections of disability and race; disability and gender and gender identity; disability and gender-based violence; and more. We strive to create a welcoming and inclusive environment at Disability Rights Wisconsin.

Full Time Equivalent (FTE): 1.0 FTE; 40 hours per week, Monday to Friday.

Reports to:

IT Manager

Location:

Onsite at the Madison office.

Starting Range: $71,000 to 74,000

* Compensation at DRW is based on a fixed pay scale that incorporates prior relevant employment experience; candidate attributes applicable to social justice/disability advocacy work, second language; additional compensation for grant coordination and/or supervision experience if applicable.

Location : (Madison office location/hybrid work available or statewide fully remote available.)

Must be a resident of Wisconsin.

Authorization to work in the United States without sponsorship.

Job

Hours:

Work to be completed during core office hours; 8a.m.

-5p.m.

Note: You can request alternate formats of this position announcement. You may submit your application materials in alternate formats if needed. Contact hr for more information.

Priority consideration will be given to those who apply by December 12.

This role provides advanced IT support during a critical transition period as DRW undertakes several major initiatives. Responsibilities include supporting multiple IT projects, leading migration activities for systems and users to the Managed Service Provider (MSP), managing vulnerability remediation, and handling complex helpdesk issues.

• Serve as the primary point of contact for MSP coordination, ensuring timely escalations and accurate responses to MSP requests.
• Align endpoint security and patching.
• Serve as the primary point of contact for escalations and coordination, providing onsite Support when needed for the MSP.
• Complete tasks assigned by MSP for migration.
• Document and transition existing IT processes into MSP systems to ensure continuity and compliance.
• Work under limited direction to define roles and responsibilities between internal IT and MSP to prevent gaps in service delivery and security.
• Lead device provisioning and configuration using Microsoft Autopilot and Intune, applying security policies and ensuring compliance with organizational and MSP standards.
• Manage the helpdesk ticketing system to ensure timely and effective resolution of technical issues for office and remote employees.
• Adhere to defined response and resolution time frames.
• Assign tickets to appropriate internal employees or external partners when issues fall outside the scope of this role (e.g., database issues to the Data Specialist, or escalates tickets to MSP).
• Ensure tickets are closed in a timely manner and reflect accurate documentation of the issue and resolution.
• Escalate issues to the MSP when appropriate and ensure timely, accurate responses to MSP requests.
• Provide technical expertise and guidance throughout project…