Help Desk II (124139)

This full-time position supports education in Wisconsin by serving on the internal technology support team for the Department of Public Instruction (DPI).

This team is responsible for supporting DPI staff’s technical needs: providing troubleshooting for resolving computer support issues, escalating when needed, configuring, maintaining, and deploying desktop equipment and related group policies (GPOs), and following established technical and procedural processes.

The position works to support desktop technologies, including extensive use of system management tools, as well as the use of numerous software services.

Support delivered by this position takes place in a complex, professional technical environment. Customers include DPI leadership, IT managers, and staff throughout DPI. This work is multitasking in nature, self-initiated, and usually conducted independently. However, the help desk team is also highly cooperative and collaborative.

MANDATORY:

- Microsoft Office 365 & Windows 10 Support and general software troubleshooting (1+ years)

- Strong communication and customer service skills (written and verbal) (1+ years)

- Experience creating standard operating documentation for processes that have not already been documented (1+ years)

- Experience creating troubleshooting documentation for newly discovered software and hardware issues (1+ years)

- Experience evaluating new hardware and software proposed for agency standardization (1+ years)

NICE TO HAVE EXPERIENCE:

- Remote support and workstation imaging

- Adaptable learner in IT

- Experience using Intune for remote and mobile device management

- Experience in software licensing management

- Experience or interest in cyber-security