WI Resident REMOTE Desktop Support 4

The State of Wisconsin ETF is looking for a Desktop Support IV.Top Required Skills & Years of Experience:\- Ability to develop user documentation and perform training (3 years)\- Ability to identify, manage, troubleshoot, and resolve problems (3 years)\- Knowledge of Microsoft Office 365 (3 years)\- Knowledge of Microsoft Teams (1 year)\- Knowledge of image deployment via Desktop Management Tools (SCCM/Manage Engine preferred) (1 year)\- Ability to directly support customers via phone and in-person (3 years)Nice to Have Skills:\- Strong knowledge of ticketing systems/ITIL processes\- Ability to assist in identifying training needs\- Knowledge of Microsoft Active Directory\- Knowledge of multi-factor authentication\- Knowledge of Mobile Device performance monitoring and tuning techniques\- Advanced problem resolution skills, with a knowledge of Problem Management processes and proceduresUnder the general supervision of the IT Solutions Center Section (ITSC) Supervisor and theguidance of the ITSC Lead, this position uses a proactive, process-oriented, customerfocused approach and assists in growing the use of technology throughout the agency. Thisposition is responsible for providing support to ETF staff by providing direction, answers andresolutions to a full range of IS questions and problems reported to the IT Solution Center aswell as supporting the agency’s user-focused technologies. This position needs a strong skillsetand experience in interpersonal communications and relationship building background.This position supports user experience, actively engages in the technology lifecycle process,and provides high-level service operation skills. The user experience duties consist ofproviding innovation and research of technologies, follow through of technology integration(training/use of technology), and expertise to support strategic and business unit initiatives.The technology lifecycle support process helps guide the process and provides productownership duties for the agency. The high-level service operation activities include providingand maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillmentprocesses and procedures. This role uses insight and analysis of service support functionsand service tickets to assist the IT Solution Center to a more proactive and matureenvironment.This position provides technical assistance in the support, preparation, and implementationof desktop supported services, customer systems, and hardware tools. This position willpartner with technology and business experts, the Office of Enterprise Initiatives, ETFbusiness analysts, and end users to plan, and coordinate IT’s end-user service deliveryefforts. This position is a liaison between business users and technical staff to facilitatesolutions to problems. The incumbent proactively assists the Service Support Lead todevelop business user how-to instructions, training, and service portals.? Ability to develop user documentation and perform training (3 years)? Ability to assist in identifying training needs (Preferred Skill)? Ability to identify, manage, troubleshoot, and resolve problems (3 years)? Knowledge of Microsoft Active Directory (Preferred Skill)? Knowledge of Microsoft Office 365 (3 years)? Knowledge of Microsoft Teams (1 year)? Knowledge of Mobile Device performance monitoring and tuning techniques (PreferredSkill)? Advanced problem resolution skills, with a knowledge of Problem Managementprocesses and procedures (Preferred Skill)? Knowledge of image deployment via Desktop Management Tools (SCCM) (1 year)? Knowledge of Microsoft Productivity suite of tools (3 years)Interview Process: MS Teams with Video & Audio on, 1-2 roundsOnsite or Remote: Candidates must be CURRENT WI residents. No relocation is allowed. The selected contractor will be expected to be onsite in Madison a few times (1-3) each month so must be local.