Desktop Support Specialist

This role provides mostly remote Tier 3 desktop support for a large State of Wisconsin environment, supporting workstation hardware, software, operating systems, and peripheral devices. You will handle incident and service request work while also contributing as a technical resource to hardware and software projects across a 10,000+ endpoint environment.

Key Responsibilities

• Support, test, maintain, and install workstation hardware and workstation software, including operating system currency and support.
• Perform application certification and support software distribution and update methods.
• Collaborate daily with a team of 10 technicians and 1 project manager.
• Assist with tier 2/3 desktop support incidents and requests.
• Support projects that implement new hardware and/or software in coordination with business partners.
• Provide Tier 3 support and ongoing maintenance for workstation software and hardware.
• Maintain operating systems for user workstations.
• Support and maintain peripheral devices such as printers and scanners.
• Manage incident and service request intake and progression as part of the support workflow.
• Contribute technical assistance on projects as assigned by the Desktop Support Supervisor.
• Balance incident/service request workload alongside project activities.
• Work effectively as part of a technician team of 8 and also independently when needed.
• Maintain comfort working within an organization of over 9,000 devices and 10,000 users.

Required Experience & Skills

• Tier 3 support and maintenance of workstation software and hardware (minimum 5 years required).
• Support and maintenance of operating systems for user workstations (minimum 5 years required).
• Incident and Service Request Management (minimum 5 years required).
• Strong written and oral customer support correspondence experience (minimum 5 years required).
• Peripheral device support (printers/scanner/etc.) (preferred 2-5 years or more).
• Technical assistance on projects as assigned by the Desktop Support Supervisor (preferred 2-5 years or more).

Tools & Technologies

• SCCM
• Ivanti

Nice to Have

• Packaging software applications for mass deployment using management tools such as SCCM and Ivanti.
• Patch management.
• Imaging experience using management tools such as SCCM and Ivanti.
• Learning management system (LMS) support experience.
• Google Workspace experience.
• Microsoft Group Policy Object (GPO) experience.

Project Context

The primary focus includes supporting, testing, maintaining, and installing workstation hardware and software, maintaining operating system currency and support, and assisting with application certification and software distribution or updates. This role also involves working with business partners on hardware and software implementation efforts within the client’s 10,000+ endpoints and users.

Location & Work Schedule

This is a remote position with occasional office or site visits for troubleshooting and/or project work. The role is mostly remote within the client, with possible requirements to come into the central office on a monthly basis for implementations and meetings.

Compensation

USD 34 - 39 per hour.