IT Support Specialist

Who is Disability Rights Wisconsin?

Disability Rights Wisconsin is Wisconsin's Protection and Advocacy system. The agency is 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 the 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. We approach our work by recognizing the intersectional nature of oppression experienced by people with disabilities and work to address disability-related injustices at the intersections of race, ethnicity, gender, sexual orientation, socio-economic status, and more.

We strive to create a welcoming and inclusive environment at DRW where every person feels a sense of belonging.

Our programs include:

• Protection & Advocacy for people with disabilities (addressing abuse/neglect, discrimination, and access to services)

• Disability Benefits Specialist program (helping people access Social Security, Medicaid, Medicare, and private insurance)

• Family Care & IRIS Ombudsman program (supporting people to remain in community-based settings)

• Victim Advocacy services for crime victims with disabilities

Full Time Equivalent: 40

Hours/week)

Reports to: IT Manager

Rate: $26.00 to $32 per hour

Location: DRW has offices in Milwaukee and Madison. This position can be assigned to any of these office locations, depending on the applicant's residence. DRW has a hybrid work policy.

Application Instructions: Submit a resume and cover letter detailing your qualifications and experience as they relate to the minimum and preferred qualifications.

For priority consideration, apply online at our Careers page:(Use the "Apply for this Job" box below)./careers

Final date to receive applications: Preferred consideration will be given to applicants who apply by June 30. Position will remain open until filled.

About This Position

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

Key Responsibilities

1. Helpdesk and Onsite Support (50%):

a) Triage alerts from users and systems.

b) Provide ticket resolution for T1 and T2 issues.

c) Evaluate and escalate tickets for internal team members and vendors.

d) Respond to system support tickets.

2. Identity Access Management (5%):

a. Take primary responsibility for managing user accounts.

b. Facilitate password and MFA resets.

c. Monitor systems for stale accounts.

3. Inventory and Endpoint Management (10%):

a. Track and manage IT inventory including laptops, peripherals, software licenses, and warranties. Including an annual audit of equipment.

b. Oversee laptop lifecycle: procurement, setup, repair, replacement, wiping, and recycling.

c. Provision and enroll new devices.

d. Inform the IT Manager of IT equipment purchase needs.

e. Regularly audit inventory.

f. Review compliance reports and remediate or escalate gaps.

g. Assist with creating and deploying system configurations.

h. Manage organization-owned mobile devices.

4. Project Support (15%):

a. Execute assigned project tasks and technical implementations.

b. Research solutions for defined project requirements.

c. Assist the IT Manager in providing accessible solutions

d. Evaluate proposed services for accessibility

e. Investigate specific solutions to meet accessibility needs

f. Document configurations, procedures and project outcomes.

5. Documentation (5%):

a. Create and maintain documentation for internal IT processes, including creating checklists and documenting system configurations.

b. Maintain necessary evidence of completed work for compliance and security tracking.

6. Staff Training (5%):

a. Support end users through ad hoc training.

b. Creation of training materials.

c. Provide IT orientation to new hires.

d. Participate in staff training and webinars, including facilitation and presentation.

e. Monitor staff training progress.

7. Printer and Network Support (