Tech Support Analyst

Join the State of Wisconsin - Transportation team as a Tech Support Analyst, providing hands-on technical support and consultation in a Microsoft-based environment supporting Windows 11 devices and related services for 3,000+ users. This full-time permanent role offers a hybrid work schedule with telework options based on position requirements, along with substantial paid leave and strong benefits.

The role supports daily operational and project activities for IT operations and development teams, helping resolve technical problems and improve service delivery through reliable incident and service request handling.

What You’ll Do

• Deliver excellent customer service while providing technical and application support and consultation to resolve technical issues.
• Support daily project and operational activities for customers, services, IT operations, and development teams.
• Handle asset activities including receiving assets, moving equipment within and/or between facilities, staging equipment for build and image activity, and conducting customer interviews as part of pre-deployment asset discovery.
• Execute equipment replacement and update the asset management system to reflect work performed.
• Monitor daily activity and assist with PC hardware and software installation and maintenance.
• Troubleshoot network usage, resolve network communication problems, and address issues with computer peripherals.
• Perform system backups and data recovery.
• Prepare assets for disposition and provide on-site support for technology upgrades, facility build-out and relocation projects, and participation in ITSM section initiatives.
• Support applications and services including Cayosoft, Microsoft Endpoint Manager, BOX, VOIP, Mobile, and Multifactor Authentication.
• Use Service Now to manage incidents, service requests, assets, and changes.
• Help implement technical policies, standards, and procedures that impact agency-wide information system functions.
• Assist in researching technology trends and collaborate on process and standards improvements as needed.

Required Experience and Training

• Provide remote support for Windows 11 operating systems and devices including desktops, laptops, printers, scanners, and iPhones/iPads.
• Provide support for Microsoft Office 365.
• Work with ITSM tools such as Cherwell or Service Now for incident management and inventory.
• Work with tools and apps including BOX, Beyond Trust, Cradlepoint, DocuSign, or Intune.
• Mentor and/or train other staff and team members.
• Consult and collaborate with business partners to improve technical support services, address procurement needs, and/or create and update business processes and standards.
• Perform project management functions.
• Completion of ITIL 3 or higher Foundations training.

Work Location and Schedule

• Location: Madison, WI (hybrid).
• The position requires working from the WisDOT Waukesha or Madison Truax building at least 2 days per week.
• Employees on a hybrid schedule are generally expected to telework from within the State of Wisconsin.
• Occasional travel may be required to various customer locations throughout the state.

Compensation

• Schedule-range (07-34) with a salary of $33 - $42 per hour (or $68,640 - $87,360 annually), plus excellent benefits.
• A twelve-month probationary period is required.
• Pay for current state employees will be set according to the Wisconsin State Compensation Plan.

Benefits and Culture

• Substantial leave time: at least 3.5 weeks of paid leave to start, 9 paid holidays, and 130 hours of sick time that roll over each year.
• Health, vision, and dental benefits: health plan options start at $49/month for single and $122/month for family plans after two months of employment.
• Casual office atmosphere, flexible work schedules, and telework options depending on position requirements.
• Exceptional pension plan with employer match and lifetime retirement payment, plus an optional tax advantaged 457 retirement savings plan.
• Well Wisconsin Wellness Program.
• Free and confidential employee assistance program for employees and immediate family dependents.
• Use the Total Rewards Calculator to see the total value of the competitive benefits package.
• Inclusivity: celebrates different religious holidays and cultural observances and provides flexibility for using paid time off for such celebrations.

Additional Information

• This state agency does not sponsor work visas.
• This agency is not enrolled in USCIS E-Verify and is not eligible to employ international F-1 students seeking STEM-OPT extension.
• Any appointment is contingent on the applicant proving valid status to work in the United States.
• Before appointment, candidates may be subject to a comprehensive criminal background check, which may include FBI fingerprinting.

How to Apply

• Apply online using the “Apply for Job” option.
• Submit a resume and a letter of qualifications.
• Describe education, training, and experience as it relates to the qualifications.
• Resumes or letters of qualifications over 3 pages will not be considered after page 3.
• Permanent classified state employees eligible for consideration (transfer or voluntary demotion) must complete the application process by the deadline.
• Veterans: qualified veterans with a 30% or greater service-connected disability may use the special veterans program (see Veterans Employment page for method 2 instructions).
• Materials will be reviewed by a panel of job experts, and the most qualified applicants will be invited to the next step.
• Questions about the job description can be directed to Vicki Kaul at [email protected] or 608-261-6302.

Deadline to apply: All application materials must be received by 11:59 p.m. CST on September 24th, 2026.