Desktop Support specialist

Summary Description

Under the supervision of a Technical Unit Supervisor, this position is part of a team that has overall responsibility for the computer and network infrastructure that supports the operations of the Wisconsin Court System enterprise, which includes over 6,000 computing devices. Specifically, the Technical Support Engineer - Contractor will service court customers throughout the state and will be based in the Madison, Wisconsin. This position has five main areas of responsibility:

1) Provides maintenance and support for Wisconsin Court System software and hardware.

2) Installs, configures and troubleshoots computer hardware and software in county courthouses and court system offices throughout Wisconsin.

3) Provides technical customer support to all court system employees and takes corrective action.

4) Performs field service to upgrade hardware or troubleshoot and resolve technology issues.

5) Responds effectively and efficiently to unplanned events such as system failures or natural disasters involving production systems.

Travel requirements will fluctuate based on time of year and CCAP's workload. This position is in person in Madison, WI, with a minimum of 50% statewide travel required.

Knowledge, Skills, and Abilities Required

Ability to setup computers, related peripherals and audio/visual equipment.

Knowledge of computer operating systems and hardware.

Skill in maintaining computer equipment in courtroom, offices, desks, and central server areas.

Skill in technical troubleshooting.

Skill in providing professional customer service.

Skill in verbal and written communication.

Knowledge of local and wide area networking.

Ability to implement infrastructure hardware, address technical emergencies, and implement cyber security policies.

Education and Experience Required

Associate s Degree in computer science, computer technician, or related field.

Experience providing phonebased technical support.

Experience in computer hardware and software support and maintenance.

Experience installing, configuring, upgrading and troubleshooting computers, printers, scanners, and other

peripherals.

Education and Experience Preferred:

Experience or training in supporting audio/visual technologies including video conferencing tools.

Experience or training in supporting Windows Server.

Experience or training in supporting Remote Desktop Services (Terminal Services).

Experience or training in supporting Active Directory and Group Policy.

Experience or training in supporting Local Area Networks.