Desktop Support IV Location: Madison, WI Onsite position Need Wisconsin Residents only

Desktop Support IV

Location: Madison, WI

Onsite position

Need Wisconsin Residents only

Top Required Skills & Years of Experience:

·3-5 years' Microsoft Office

·2+ years' with maintaining, updating, and deploying Apple Products / iOS

·2+ years' with Mobile Device Management (Workspace ONE / AirWatch)

·2+ years' experience in a customer facing IT role

Nice to Have Skills:

·2+ years' experience within Cherwell / Ivanti Ticketing and assets management system

Position Summary: The Bureau of Information Technology Services (BITS) requires a Desktop Support IV resource to provide technical support for telecommunications and mobile device initiatives that are critical to the work unit, the Division of Enterprise Services (DES), and the agency. This position supports the Communications and Mobile Device Support (CMDS) team in the deployment, configuration, maintenance, inventory management, and support of agency-issued mobile devices.

Essential Duties and Responsibilities

Mobile Device Support

·Support DHS telecommunications and mobile devices, including iPhones and iPads, used by DHS staff, and Electronic Health Records (EHR) at centers and institutions.

·Assist in supporting more than 5,000 mobile devices used by DHS staff and county staff.

·Configure, deploy, and distribute mobile devices to staff located across multiple sites throughout the state.

·Provide technical assistance to users to ensure successful utilization of mobile devices and related services.

·Inventory and Asset Management

·Assist with the processing of returned mobile devices.

·Perform device sanitization, inventory tracking, and reconfiguration activities.

·Prepare devices for redeployment to meet ongoing business needs.

·Support inventory and billing management activities related to agency mobile devices.

User Training and Support

·Provide one-on-one training for new hires and employees returning to the office.

·Assist users with mobile device setup, functionality, and operational questions.

·Work collaboratively with the CMDS team to ensure users receive timely and effective support.

Device Maintenance and Security

·Assist with operational upgrades of DHS-issued mobile devices.

·Support operating system updates and device patching efforts.

·Help ensure mobile devices remain current and secure to reduce the risk of malware and other security threats.

·Assist with maintaining device readiness and operational reliability.

Working Relationships

·Works closely with the BITS Communications and Mobile Device Support (CMDS) team.

·Provides support to DHS staff, county staff, National Guard personnel, and other authorized mobile device users.

·Collaborates with agency personnel to support mobile device deployment, maintenance, and recovery processes.