Title - System administrator
Location - Madison, WI (60% to 80% onsite )
Overview
This position supports education in Wisconsin by serving on the Department of Public Instruction
(DPI) 's internal technology support team. Responsibilities include troubleshooting, resolving
technical issues, configuring and maintaining desktop systems, and supporting DPI staff and
leadership. Work involves multitasking in a professional IT environment with opportunities for
collaboration and independent initiative.
REQUIRED SKILLS:
Microsoft Office 365 & Windows 10 Support
Strong written and verbal communication skills
General software troubleshooting
Creating operational and troubleshooting documentation
Evaluating hardware and software
NICE TO HAVE SKILLS:
Remote support experience
Workstation imaging
Quick learner in IT environments
Experience using Intune for remote device management
OTHER NOTABLES:
Customer service focused on technical support, problem diagnosis, troubleshooting,
resolution, and security in an enterprise networked environment.
1. Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail,
and in-person requests for assistance from internal end-users experiencing problems
with hardware, software, networking, and other computer-related activities across the
agency.
2. Provide advanced troubleshooting and diagnosis of complex systems to resolve
problems with desktop computers and determine when to escalate issues to System
Engineers for resolution.
3. Support Wi-Fi connections/issues on both Agency provided equipment and
guest/extranet Wi-Fi services.
4. Setup and support PC hardware, peripherals, software and related devices.
5. Diagnose, research, and identify solutions as required to resolve reported system
issues, escalating or teaming with System Engineers as necessary.
6. Install and support Microsoft client operating systems in an Enterprise environment.
7. Install and support office productivity software, client and cloud-based.
8. Support, install, administer, configure, and maintain commercial software applications as
needed via an automation platform, including self-service access for user software
installations.
9. Follow agency protocols regarding use of directory services for managing access and
deployment of device policy and account rights.
10. Diagnose and resolve potential end user security breaches such as malware infections
or escalate, as appropriate, to agency security leads.
11. Assist in
Enterprise Device Configuration Management
1. Act as Technical Service team’s liaison to other teams when dealing with intake, transfer,
and routing of user-reported incidents.
2. Provide experience-based strategy and continuation planning for projects, including
foresight and pre-planning where necessary.
3. Administer the device operating system deployments and computer management
automation platform (currently System Center) for the agency.
4. Train new Help Desk employees as needed and provide documentation
5. Perform comprehensive configuration management of computer settings to ensure
proper security and feature availability.
6. Support the installation, configuration and maintenance of commercial software
applications as needed via automation platform, including self-service access for user
software installations.
7. Participate in ongoing improvements regarding use of directory services for managing
access and deployment of device policy and account rights.
8. Manage endpoint protection including automated remediation and updates.
Technology Help Desk Documentation.
1. Provide direction and guidance for the processing and resolution of help desk tickets.
2. Determine best mechanisms for assignment of help request tickets among team.
3. Determine points of escalation for technology help from System Engineers by reviewing
issues prior to escalation, whenever possible.
4. Document knowledge in the form of knowledge base tech notes and articles
5. Help create and modify technical help documents and FAQs for managed devices in
coordination with requirements per System Engineers.
6. Provide input on increasing and improving efficient end user support strategies.
7. Work within the team to establish and maintain documentation on all platforms,
protocols, standards, and system maintenance activities related to device management
and troubleshooting
INTERVIEW PROCESS:
One round via Teams (with camera and audio).
ADDITIONAL DETAILS:
No specific equipment is provided.
This role is a repost due to a prior candidate withdrawal. It requires adherence to DPI’s technical
processes and policies and involves interaction with leadership and IT management.
