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ATC

Desktop Support

ATC
Madison, WI Remote Full time Posted 2d ago
Active Directory Computer Skills Desktop Support End User Support Google Workspace Hardware Support Help Desk Support Incident Management Information Technology (IT) IT Services ITSM Learning Management System Onsite Service Desk Technical Support Tiered Support Windows
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Job Description

ATC is seeking an experienced remote Desktop Support specialist to deliver Tier 3 assistance for a large device and user base. The role supports more than 9,000 devices and 10,000 users from Madison, Wisconsin, operates on a 40 hour per week day shift, and includes occasional on-site visits. The position functions within a team of eight technicians and one project manager.

Responsibilities

  • Tier 3 support and ongoing maintenance of workstation software and hardware
  • Support and maintenance of operating systems for user workstations
  • Peripheral device support and maintenance, including printers and scanners
  • Incident and Service Request Management
  • Technical assistance on projects as assigned by the Desktop Support Supervisor

Requirements

  • Minimum experience: 2 years
  • Education: High School
  • Level 3 support and maintenance of workstation software and hardware (5+ years required)
  • Incident and Service Request Management (5+ years required)
  • Peripheral device support (printers/scanners/etc.) and maintenance (2-5 years)

Technologies

  • SCCM
  • Ivanti
  • Google Workspace
  • Microsoft Group Policy Object (GPO)
  • Learning Management System (LMS)

Interview Process

Two round interview process conducted via Microsoft Teams video. An on-site interview may be required for the first round, with a potential virtual second round.

Description of Role

This role engages in tier three desktop support, acting as a technical resource for projects and collaborating with a team of eight technicians and one project manager. It supports a large organization with more than 9,000 devices and 10,000 users, requiring the ability to balance incident and service request workloads with project work. Professional verbal and written communication is essential. Although it is a remote position, occasional office or site visits may be necessary for troubleshooting and project work. Primary duties include supporting, testing, maintaining, and installing hardware and software, ensuring operating system currency, and handling application certification and software distribution or update methods. The team works daily with ten technicians and one project manager, and involvement in tier 2/3 incidents and requests, as well as projects to implement new hardware or software in partnership with business stakeholders. The role supports operations across the state of Wisconsin.

Other Notables

  • Travel: Some occasional travel may be required to assist on project work in prisons or other offices for implementations. Option to use a company vehicle or be reimbursed. An in-person/onsite Madison meeting is required once per month.
  • Position information: Staff augmentation; 40 hours/week; daily billing type; day shift; start time 8:00 AM; end time 4:30 PM; weekend work: none; minimum education level: High School; number of positions: 2.

Nice to Have Skills

  • Packaging software applications for mass deployment using management tools (SCCM, Ivanti, etc.)
  • Patch Management
  • Imaging experience using management tools (SCCM, Ivanti, etc.)
  • Learning Management System (LMS) support experience
  • Google Workspace experience
  • Microsoft Group Policy Object (GPO) experience

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