IT Support Specialist

IT Support Specialist

Disability Rights Wisconsin (DRW) is Wisconsin’s Protection and Advocacy system. The agency protects the rights of individuals with disabilities and keeps them free from abuse and neglect. DRW seeks employees who value meaningful work and offers a supportive environment, talented colleagues, excellent benefits, and generous leave.

Position is full‑time (40 hours per week) and reports to the IT Manager. Rate: $26.00 to $32.00 per hour.

Location:

DRW offices in Milwaukee and Madison; hybrid work policy applies.

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

• Helpdesk and Onsite Support (50%)
  • Triage alerts from users and systems.
  • Resolve T1 and T2 tickets.
  • Escalate tickets to internal team members and vendors.
  • Respond to system support tickets.
• Identity Access Management (5%)
  • Manage user accounts and facilitate password and MFA resets.
  • Monitor systems for stale accounts.
• Inventory and Endpoint Management (10%)
  • Track and manage IT inventory (laptops, peripherals, software licenses, warranties) and conduct annual audits.
  • Oversee laptop lifecycle: procurement, setup, repair, replacement, wiping, and recycling.
  • Provision new devices and inform IT Manager of purchase needs.
  • Regularly audit inventory and review compliance reports.
  • 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 IT Manager in providing accessible solutions and evaluate proposed services for accessibility.
  • Document configurations, procedures, and project outcomes.
• Documentation (5%)
  • Create and maintain documentation for internal IT processes, including checklists and system configurations.
  • Maintain evidence of completed work for compliance and security tracking.
• Staff Training (5%)
  • Support end users through ad‑hoc training.
  • Create training materials and provide orientation to new hires.
  • Participate in staff training and webinars, including facilitation and presentation.
  • Monitor training progress.
• Printer and Network Support (