The State of Wisconsin DOA District Attorneys office is looking for one Technician III
Top required skills:
• At least 5 to 7 years of experience in a customer-facing, multi-tier, technology support role
• Experience working with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
• Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
• Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
Nice to Have Skills:
• Experience working on project-based teams that follow Agile methodologies.
• Experience with or knowledge of legacy and modern technologies, enterprise-level system design, automation, planning, deployment, security, and administration, system performance monitoring, user directories, virtualization, and network communications.
Interview Process: Teams with camera on. 2nd and 3rd rounds if necessary.
Onsite or Remote? Candidates MUST be a CURRENT WI resident. NO RELOCATION IS ALLOWED. This position can work remote (within the state of WI) or in the office and may be asked to travel to the various DA offices to install equipment as needed. DOA will reimburse for travel expenses.
Project details: The scope of this role requires broad and frequent interactions with customers and requires strong technical knowledge, problem solving skills, and excellent service and communications skills. Additionally, this position works with secure networking technologies and systems, network and server infrastructure, and vendor-based Internet services. This position requires knowledge of desktop and application support technologies and practices, networking hardware and connectivity standards, knowledge of information security practices, and core infrastructure components required to maintain and secure State systems in local DA office environments.
The District Attorney IT Program (DAIT) is currently recruiting a Technician III position to provide multi-tier
computer, application, and network technical support and consultations for remote and onsite requests. This
includes network infrastructure, security, cloud services, and on-premises solutions. The position will be mostly
remote and the candidate must reside in Wisconsin.
Position Summary
The Technician III is a key role providing multi-tiered support for customer-facing applications, infrastructure, and
services in DAIT’s distributed environment. The scope of this role requires broad and frequent interactions with
customers and requires strong technical knowledge, problem solving skills, and excellent service and
communications skills. Additionally, this position works with secure networking technologies and systems, network
and server infrastructure, and vendor-based Internet services. This position requires knowledge of desktop and
application support technologies and practices, networking hardware and connectivity standards, knowledge of
information security practices, and core infrastructure components required to maintain and secure State systems in
local DA office environments. The core components include productivity applications, routers, switches, servers, UPS
devices, computers and printers.
The position requires up to 20% in-state travel to perform onsite work which is generally done independently. This
position works without close supervision while onsite and the Technician must be capable of successfully and
independently completing the work and representing the State. The position works as part of the technical support
team, delivering effective solutions and improvements as well as providing skilled customer support that is focused
on effectively resolving issues. This is a key support position and frequently interacts and collaborates with staff in
DAIT and county IT.
DAIT is a full-service technology provider for the State’s prosecutors (1600 users with offices in 71 counties) through
provisioning of statewide computer and network infrastructure and a statewide case management application
(PROTECT). PROTECT is a mission critical enterprise application affecting public safety and incorporating strict legal
requirements involving personal liability of elected officials. DAIT represents the State in partnership with the
Wisconsin District Attorney Association (WDAA) which represents the elected district attorneys in determining the
business requirements and technical solutions that DAIT will provide. This position requires successful completion of
a fingerprinted criminal background check.
Experience:
REQUIRED STRONGLY DESIRED
• At least 5 to 7 years of experience in a customer-
facing, multi-tier, technology support role.
• Experience working with support request ticketing
systems, managing ticket updates, completing
related documentation, and maintaining customer
communications.
• Experience resolving tickets on first call and when
required, following established escalation practices.
• Experience working on project-based teams that
follow Agile methodologies.
• Experience with or knowledge of legacy and
modern technologies, enterprise-level system
design, automation, planning, deployment,
security, and administration, system performance
monitoring, user directories, virtualization, and
network communications.
P a g e 2 | 2
• Experience with remote support technology tools
(screen sharing, voice, chat, etc.)
• Experience providing diagnosis, problem
resolution, and support for enterprise applications
and systems.
• Experience establishing and building support
workflows and diagrams based on team and
customer requirements.
• Experience supporting networked environments,
connectivity standards, security, and related
infrastructure and physical layers.
• Experience supporting computers, printers,
networks, servers, and equipment in security
compliant data centers and offices.
• Experience with security frameworks and their
application to networked environments.
• Experience developing and maintaining a service
calendar.
• Experience in non-prime shift, on-call technical
support as needed.
• Strong interpersonal skills and the ability to work
with limited supervision in professional office
settings as well as virtually on a team.
• The ability to meet and maintain the State of
Wisconsin’s fleet car rental requirements.
• Strong written and oral communication skills.
• Ability to lift 50lbs
• Experience in project management and its
associated practices.
• Experience with inventory management and
planning cycles.
• Experience with vendor management with
ordering and warranty support.
Knowledge, Skills, and Abilities:
• Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through
email, or through the ticketing system.
• Perform remote support as required to resolve the customer’s request.
• Manage support tickets in a timely manner, documenting all related work and providing status updates.
• Develop and modify knowledge base articles that are related to provided solutions.
• Collaborate with technical teams to plan, install, maintain, and recover network, server, and other
infrastructure equipment in DA offices and the data center.
• P a g e 2 | 2
• Experience with remote support technology tools
(screen sharing, voice, chat, etc.)
• Experience providing diagnosis, problem
resolution, and support for enterprise applications
and systems.
• Experience establishing and building support
workflows and diagrams based on team and
customer requirements.
• Experience supporting networked environments,
connectivity standards, security, and related
infrastructure and physical layers.
• Experience supporting computers, printers,
networks, servers, and equipment in security
compliant data centers and offices.
• Experience with security frameworks and their
application to networked environments.
• Experience developing and maintaining a service
calendar.
• Experience in non-prime shift, on-call technical
support as needed.
• Strong interpersonal skills and the ability to work
with limited supervision in professional office
settings as well as virtually on a team.
• The ability to meet and maintain the State of
Wisconsin’s fleet car rental requirements.
• Strong written and oral communication skills.
• Ability to lift 50lbs
• Experience in project management and its
associated practices.
• Experience with inventory management and
planning cycles.
• Experience with vendor management with
ordering and warranty support.
Knowledge, Skills, and Abilities:
• Serve as a point of contact for customers seeking multi-tier technical assistance over the phone, through
email, or through the ticketing system.
• Perform remote support as required to resolve the customer’s request.
• Manage support tickets in a timely manner, documenting all related work and providing status updates.
• Develop and modify knowledge base articles that are related to provided solutions.
• Collaborate with technical teams to plan, install, maintain, and recover network, server, and other
infrastructure equipment in DA offices and the data center.
• Monitor and resolve network and systems connectivity, performance, and security issues to improve
reliability and compliance.
• Develop and maintain diagrams, procedures, and documentation for the proper use and support of DA
office infrastructure.
• Implement infrastructure performance and security improvements based on customer feedback.
• Collaborate with team members to audit system security to maintain regulatory and policy compliance.
• Establish and maintain effective working relationships with team, customers, vendors and all others using
principles of excellent customer service.