Technical Support Engineer

As a Technical Support Engineer Contractor for viva, you will support client court system environments across Wisconsin under the direction of a Technical Unit Supervisor. The work focuses on maintaining and troubleshooting court system computer and network infrastructure, while also handling unplanned events that impact production systems.

This onsite role is based in Madison, WI and is compensated at USD 31 to 36 per hour. The engagement is contract, with an expectation that travel will be a meaningful part of the schedule to support installation, maintenance, and repair activities throughout the state.

Key Responsibilities

• Maintain and support client court system software and hardware.
• Install, configure, and troubleshoot computer hardware and software in client courthouses and court system offices.
• Provide technical customer support to court system employees and take corrective action to resolve issues.
• Perform field service for hardware upgrades and for troubleshooting and resolution of technology problems.
• Respond effectively and efficiently to unplanned events, including system failures or natural disasters, that affect production systems.

Required Qualifications

• Associate’s Degree in computer science, computer technician, or a related field.
• Minimum 2 years of experience is required.
• Experience providing phone-based technical support.
• Experience supporting and maintaining computer hardware and software.
• Experience installing, configuring, upgrading, and troubleshooting computers, printers, scanners, and other peripherals.
• Ability to set up computers, related peripherals, and audio/visual equipment.
• Knowledge of local and wide area networking.
• Ability to implement infrastructure hardware, address technical emergencies, and implement cyber security policies.
• Excellent customer service skills.
• Proven ability to install, configure, repair, and maintain computer hardware.
• Must meet minimum driving standards for a state vehicle and be able to travel with overnights.

Relevant Technologies

• Windows Server
• Remote Desktop Services (Terminal Services)
• Active Directory
• Group Policy
• Local Area Networks

Knowledge, Skills, and Abilities

• Knowledge of computer operating systems and hardware.
• Ability to maintain computer equipment across courtroom, office, desk, and central server locations, with strong technical troubleshooting skills.
• Skill in providing professional customer service.
• Verbal and written communication skills.

Education and Experience Considered a Plus

• 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.

Work Setting and Travel

The role generally performs work indoors in an office environment with temperature controls and reasonably low noise. Travel to off-site locations is frequently required for installation and maintenance across the state, and will fluctuate based on work plans.

• Extensive travel of 25-50% of the time is required.
• When not traveling, the selected hire will be onsite.
• Approximately 25-50% of responsibilities involve travel to replace and repair equipment.

Physical Demands

• Frequent lifting, standing, walking, sitting, handling, grasping, talking, hearing, repetitive motions, and hand-eye-foot coordination.
• Occasional reaching and feeling, carrying, pushing, pulling, climbing, balancing, stooping, kneeling, crouching, and crawling.
• Occasionally move objects weighing up to 75 pounds.

Collaboration and Stakeholders

You will work closely with and on a routine basis with court clerks and client staff, judiciary members and their staff, client IT and facilities staff, network administrators, court system department managers, and their consultants.

Position Supervisor

The Technical Support Engineer Contractor works under the supervision of a Technical Unit Supervisor.