Desktop Support IV

Excelon Solutions is seeking a Desktop Support IV to support a court system’s computer and network infrastructure. This onsite role in Madison includes statewide travel, including overnights, to maintain operations, install and configure technology, troubleshoot issues, and respond to unplanned outages and disaster events.

Onsite Location and Work Schedule

• Work location: In person
• Office address: 110 East Main Street, Suite 500, Madison, WI 53703
• Expected hours: 40.0 hours per week

Role Responsibilities

• Provide maintenance and support for client software and hardware.
• Install, configure, and troubleshoot computer hardware and software in county courthouses and court system offices throughout Wisconsin.
• Deliver technical customer support to court system employees and take corrective action as needed.
• Perform field service to upgrade hardware and troubleshoot to resolve technology issues.
• Respond effectively and efficiently to unplanned events such as system failures or natural disasters affecting production systems.

Travel and Availability

• Onsite in Madison when not traveling.
• Statewide travel required, including overnights.
• The posting specifies 25–50% travel.
• Candidates must be current Wisconsin residents; no relocation is allowed.

Salary and Benefits

• Pay rate: $22.00–$24.00 per hour
• Mileage reimbursement: If a personal vehicle is used, mileage is reimbursed at $0.51/mile from the normal place of work to the off-site location and for the return trip.

Minimum Education

• Associate’s degree in computer science, computer technician, or a related field

Required Qualifications

• 2 years setting up computers, related peripherals, and audio/visual equipment
• 2 years working with local and wide area networking
• 2 years implementing infrastructure hardware, addressing technical emergencies, and implementing cyber security policies
• Excellent professional customer service skills
• Proven ability to install, configure, repair, and maintain computer hardware, including experience with computer hardware and software support and maintenance
• Experience installing, configuring, upgrading, and troubleshooting computers, printers, scanners, and other peripherals
• Experience providing phone-based technical support
• Knowledge of computer operating systems and hardware
• Skill in maintaining computer equipment in courtrooms, offices, desks, and central server areas
• Skill in technical troubleshooting
• Skill in verbal and written communication

Nice to Have Skills

• 2 years’ experience with computer networking principles
• 2 years’ experience with digital audio recording equipment
• 2 years’ knowledge and understanding of user accounts in an Active Directory environment
• Experience or training supporting audio/visual technologies, including video conferencing tools
• Experience or training supporting Windows Server
• Experience or training supporting Remote Desktop Services (Terminal Services)
• Experience or training supporting Active Directory and Group Policy
• Experience or training supporting Local Area Networks

Interview Process

• Two rounds: first interview will be virtual
• Second/final interview: in person in Madison

Experience Requirements (From Posting)

• Setting up computers and audio/visual equipment: 2 years (required)
• Local and wide area networking: 2 years (required)
• Implementing infrastructure hardware: 2 years (required)
• Install, configure, repair, and maintain computer hardware: 1 year (required)