Desktop Support

About the role

This is a 10-month position in Madison, WI, with a pay rate range of $24 to $28/hr.

Essential Duties And Responsibilities

• Provide technical support for DHS telecommunications and mobile devices, including iPhones and iPads, utilized by DHS staff and Electronic Health Records (EHR) environments at centers and institutions.
• Support a large mobile device environment consisting of 5,000+ agency and county staff devices.
• Configure, deploy, and distribute mobile devices to users across multiple statewide locations.
• Provide troubleshooting and technical assistance to ensure successful device usage and service availability.
• Process returned mobile devices and prepare them for lifecycle management.
• Perform device sanitization, inventory tracking, and device reconfiguration activities.
• Prepare mobile devices for redeployment based on business requirements.
• Assist with mobile device inventory, asset tracking, and billing management processes.
• Provide one-on-one training and technical guidance for new employees and staff returning to office environments.
• Assist users with mobile device setup, configuration, functionality, and operational questions.
• Assist with operational upgrades and maintenance activities for DHS-issued mobile devices.
• Support operating system updates, patching, and device compliance efforts.
• Help maintain secure mobile environments by reducing risks associated with malware and outdated software.
• Ensure device readiness, availability, and operational reliability.

Working Relationships

Collaborate closely with the BITS Communications and Mobile Device Support (CMDS) team, provide technical support to DHS employees, county staff, National Guard personnel, and other authorized mobile device users, and partner with agency teams to support mobile device deployment, maintenance, recovery, and lifecycle management processes.

Required Skills & Experience

• Desktop support experience in enterprise environments.
• Experience supporting mobile devices (iOS/iPadOS), smartphones, and tablets.
• Experience with device configuration, deployment, troubleshooting, and asset management.
• Experience providing end-user technical support and training.
• Knowledge of mobile device security, operating system updates, and patch management.
• Strong customer service, communication, and problem-solving skills.