Help Desk -III (RSU20ST RM 4166)

Position Summary

Working under general supervision of the Help Desk Supervisor; Bureau of Technology Management (BTM) and the BTM Help Desk IS Tech Services Seniors, the IS Tech Services Professional performs level one troubleshooting and support for all BTM supported hardware and software solutions.

The IS Tech Services Professional shall comply with the department’s administrative rules and the agency’s policies and procedures, including those related to the department’s overall reentry philosophy of using evidence-based strategies, practices and programs which target an offender’s individual criminogenic needs and risk level.

Top Skills & Years of Experience

• Excellent customer service skills
• Two years support experience with Windows 10, as well as experience with Windows 11, Microsoft Office 2019
• Two years of experience with Network and Printer troubleshooting
• Must be proficient in typing skills and be able to multi-task

Nice to have skills

• Prior Help Desk experience in a call center environment
• Previous experience using Incident and Knowledge base systems
• Desirable to have 2 years support experience with iOS devices

Interview Process

Virtual Interviews (audio and video) via Teams. Interview duration 45 minutes.

Additional Details

• Candidate MUST be a CURRENT WI resident. No relocation allowed. Currently 100% Remote, subject to change at any time. Required to go to Central Office at any time. Required to be Wisconsin resident.
• Help Desk Team is 10-11 staff. Provides Level 1 support to Corrections employees from 160 locations, ~10,000 employees. No On Call or Weekend Support. Position will work 8:30 – 5:00 Monday – Friday but must be willing to start as early as 6:00 AM as needed.

Goals and Worker Activities

• A. Provide technical assistance to all DOC customers related to BTM-supported hardware, software, networking, access, changes, and otherwise.
• B. Indirect support-related duties
• C. Other job-related activities and special assignments.