In this role, you will provide front-line IT support and consultation for internal WisDOT staff within Wisconsin’s transportation technology environment. Working from the IT Service Desk, you will answer calls through an automated call distribution system, diagnose issues, and guide users in a Microsoft-based setting that includes Windows 11, Office 365, and Teams for more than 3,000 users.
The position sits in the Bureau of Information Technology Services, Division of Business Management, Department of Transportation, headquartered at Hill Farms State Office Building on the west side of Madison, with a hybrid schedule that supports telework expectations.
Role focus
- Staff the IT Service Desk phone queue using an automatic call distribution system in a call center environment.
- Provide accurate, consistent user support while troubleshooting and resolving technical issues.
- Independently assist users with desktops, laptops, printers, scanners, and iPhone/iPad devices.
- Support Microsoft Office 365 and Teams for day-to-day user needs.
Responsibilities
- Help diagnose and resolve technical issues.
- Triaging and assign IT help tickets using an ITSM tracking approach.
- Help create and maintain technical documentation.
- Deliver front-line customer service and consultation to internal WisDOT staff, assisting with daily project and operational activities.
- Document all work performed within a designated tracking system.
- Work primarily from a call center workflow where work is assigned through automated distribution.
- Provide user support that is consistent and accurate.
Tools and technologies
- Windows 11
- Office 365
- Teams
- Cherwell
- Service Now
- ITSM for incident management and inventory
- iPhones/iPads
- Automated Call Distribution system
Requirements
- Provide remote technical support for Windows 11 operating systems, desktops, laptops, printers, scanners, and iPhones/iPads.
- Provide customer support specifically for Microsoft Office 365 and Teams.
- Use ITSM tools such as Cherwell or Service Now for incident management and inventory.
- Handle calls in a call center environment using an automated call distribution system.
- Mentor and/or train counterparts or team members.
- Consult and collaborate with business partners to improve technical support services and/or create or update business processes and standards.
- Create and manage major technical incident communications.
Work location and schedule
- Madison, WI (hybrid).
- Required to work from the Hill Farms State Office Building at least 2 days per week.
- Employees on hybrid schedules are generally expected to telework from within the State of Wisconsin.
Compensation and key terms
- Schedule-range (07-34) annual salary: $68,640 - $87,360, or $33 - $42 per hour.
- Substantial benefits included (see below).
- Must complete a twelve-month probationary period.
- Pay for current state employees is set according to the Wisconsin State Compensation Plan.
- Occasional travel may be required to customer locations throughout the state.
Benefits
- Substantial leave time, including at least 3.5 weeks of paid leave to start, 9 paid holidays, and 130 hours of sick time that roll over each year.
- Excellent and affordable health, vision, and dental benefits.
- Health plan options start at $49/month for single plans 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.
- Optional tax advantaged 457 retirement savings plan.
- Well Wisconsin Wellness Program.
- Free and confidential employee assistance program for employees and immediate family dependents.
Additional eligibility and compliance notes
- This state agency does not sponsor work visas.
- Not enrolled in USCIS E-Verify and not eligible to employ international F-1 students seeking STEM-OPT extension.
- 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” process.
- Submit a resume and letter of qualifications.
- In your resume and letter of qualifications, describe education, training, and experience related to the Qualifications section.
- Resumes or letters longer than 3 pages will not be considered after page 3.
- Permanent classified state employees eligible for consideration (transfer or voluntary demotion) must follow the same application process by the stated deadline.
- Veterans with a 30% or greater service-connected disability may use a special 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 of the selection process. For job description and posting details, contact Vicki Kaul at vicki.kaul@dot.wi.gov or 608-261-6302.
Application deadline: All application materials must be received by 11:59 p.m. CST on August 27th, 2026.
