The State of Wisconsin DOT is looking for Desktop Support III.

Top Skills & Years of Experience:

-Service Desk & IT/Desktop Support (2-5+ years of relevant experience but the manager will consider an IT education in lieu of or in combination with some years of experience).

-Image and deploy PCs

-Troubleshoot hardware issues, OS and software issues

Nice to Have:

-Strong communication and customer service skills

-Flexibility to help service desk during peak hours

This position works as a member of the IT Support team under the general supervision of the IT Madison Support

Supervisor. The IT Support technician is the central point of contact for all IT related incidents and service requests.

The role of the Support Technician is to provide first line support for all customers utilizing the Department of

Transportation IT services. The Support Technician is responsible for logging incidents and service requests and

resolving support requests ensuring that service levels and targets are achieved as well as meeting customer

satisfaction and continuous service delivery demands.

This position assists customers to resolve technical support issues of various levels of complexity, related to

computer hardware, software, associated peripheral equipment, and user password related items. In addition to

providing phone support to customers, this position will also perform installation, maintenance and problem

resolution of desktop platforms, software, and operating systems. This position will assist in the development and

maintenance of the support knowledgebase, training and documentation. This position maintains a strong

customer focus, attention to detail, prioritization, and effective communication.

An IT Support technician must be knowledgeable in a broad, constantly evolving assortment of IT policies,

procedures, and technologies. They must possess the maturity and reliability to independently provide user

support accurately and consistently. Customers include all DOT staff throughout the state, Bureau of Information

Technology (BITS) peers, as well as select government and private sector contacts. Interactions can occur between

personnel in the Department and throughout the Bureau, other technical support personnel, extranet business

partners, vendors, Division of Enterprise Technology (DET) personnel and the occasional citizen, etc. Most work is

performed in a call center environment; work is assigned to the individual through an automatic call distribution

and the technician documents all work performed within a designated tracking system. Although direct supervision

is minimal, work performed, and documentation is monitored for adherence to expectations. Work is typically

performed in a centralized team setting.

DOT’s IT environment is a large, complex multi-platform, multi-operating system implementation. The DOT’s

Bureau of Information Technology Services (BITS) is an automation service provider operating for the benefit of

the Department of Transportation’s five divisions and the executive offices. Automated technology business

systems at DOT are a critical part of all-statewide computer processing. DOT automated systems included

nationally and internationally recognized programs. Multi-tiered operating systems and platform architectures are

employed using large mainframes, mini computers, microcomputers, smart phones, telephony systems and non-

intelligent devices operating across complex networking structures. Access to these systems is provided on a 24

hour by 7 day a week basis to government locations throughout the State and to sophisticated inter-state and

national data systems.

This Position also requires the following of all rules and regulations regarding safety and maintaining the high

safety and health standards developed and approved by the Department. This includes but is not limited to;

reporting incidents/accidents/ near misses that resulted or could have resulted in personal injury, maintaining

safe working conditions and wearing appropriate personal protective equipment in designated areas, and

offering safety and health suggest that would reduce risks to workers.

Remote or On-site? Candidate MUST be a WI resident or willing to relocate to WI prior to starting the role at their own expense. Required to be onsite 2 days a week under current telecommute policy.