Desktop Support III

This position works as a member of the IT Support team under the general supervision of the IT Madison Support Supervisor. The IT Support technician is the central point of contact for all IT related incidents and service requests. The role of the Support Technician is to provide first line support for all customers utilizing the Department of Transportation IT services. The Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. In addition to providing phone support to customers, this position will also perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems. This position will assist in the development and maintenance of the support knowledgebase, training and documentation. This position maintains a strong customer focus, attention to detail, prioritization, and effective communication.

An IT Support technician must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies. They must possess the maturity and reliability to independently provide user support accurately and consistently. Customers include all DOT staff throughout the state, Bureau of Information Technology (BITS) peers, as well as select government and private sector contacts. Interactions can occur between personnel in the Department and throughout the Bureau, other technical support personnel, extranet business partners, vendors, Division of Enterprise Technology (DET) personnel and the occasional citizen, etc. Most work is performed in a call center environment; work is assigned to the individual through an automatic call distribution and the technician documents all work performed within a designated tracking system. Although direct supervision is minimal, work performed, and documentation is monitored for adherence to expectations. Work is typically performed in a centralized team setting.

DOT's IT environment is a large, complex multi-platform, multi-operating system implementation. The DOT's Bureau of Information Technology Services (BITS) is an automation service provider operating for the benefit of the Department of Transportation's five divisions and the executive offices. Automated technology business systems at DOT are a critical part of all-statewide computer processing. DOT automated systems included nationally and internationally recognized programs. Multi-tiered operating systems and platform architectures are employed using large mainframes, mini computers, microcomputers, smart phones, telephony systems and nonintelligent devices operating across complex networking structures. Access to these systems is provided on a 24 hour by 7 day a week basis to government locations throughout the State and to sophisticated inter-state and national data systems.

This Position also requires the following of all rules and regulations regarding safety and maintaining the high safety and health standards developed and approved by the Department. This includes but is not limited to; reporting incidents/accidents/ near misses that resulted or could have resulted in personal injury, maintaining safe working conditions and wearing appropriate personal protective equipment in designated areas, and offering safety and health suggest that would reduce risks to workers.

TIME % GOALS AND WORKER ACTIVITIES:

• 20% A. Provide professional and exceptional first line support for all customers utilizing the Department of Transportation IT services.
  
  
  
  



• A.1 Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
  
  
  
  



• A.2 Diagnose and resolve technical hardware and software issues.
  
  
  
  



• A.3 Resolve incidents with workstations, printers, copiers and scanners.
  
  
  
  



• A.4 Provide training and education to customers.
  
  
  
  



• A.5 Research solutions using available information found in the knowledgebase and the IT service desk system.
  
  
  
  



• A.6 Follow standard service desk procedures.
  
  
  
  



• A.7 Accurately record, update and document requests using the IT service desk system.
  
  
  
  



• A.8 Maintain accurate inventory of all hardware and software resources.
  
  
  
  



• A.9 Identify and effectively prioritize situations requiring urgent attention.
  
  
  
  



• A.10 Track and route problems and requests and document resolutions.
  
  
  
  



• A.11 Stay current with system information, changes and updates.
  
  
  
  



• A.12 Maintain excellent communication with all end users and other members of the department.
  
  
  
  



• A.13 Work with outside vendors as needed.

• 30% B. Create/Maintain Documentation and knowledgebase. Ensure IT Asset Management systems are accurately updated.
  
  
  
  



• B.1 Assist with the development and maintenance of communication templates and procedures.
  
  
  
  



• B.2 Assist with the development and maintenance of the service desk system and knowledgebase.
  
  
  
  



• B.3 Assist with the development and maintenance of standard operating and escalation procedures.
  
  
  
  



• B.4 Coordinate resource needs identification for IT asset management with IS Supervisors.
  
  
  
  



• B.5 Ensure IT Asset Management systems are updated with accurate recordkeeping and inventory data and inform BITS management if problems with recordkeeping tasks arise.
  
  
  
  



• B.6 Perform a physical asset management inventory as needed.

• 50% C. Multidivisional hardware and software technical support for WISDOT multi-Divisional customers.
  
  
  
  



• C.1 Configure, install, and upgrade computer hardware and software.
  
  
  
  



• C.2 Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.)..
  
  
  
  



• C.3 Perform equipment moves and surplus outdated and no longer used equipment. Independently configure, install, and upgrade computer hardware and software. This includes testing and piloting for multiple divisions and documenting the results.
  
  
  
  



• C.4 Develop installation plans and coordinate hardware and software installations with customers, business partners, and BITS staff. Coordinate the delivery and installation of computer hardware, systems software, maintenance releases, and technical IS services to agency customers.
  
  
  
  



• C.5 Work with BITS to support the use of Enterprise Software Distribution (ESD) technology for deployment of software, business applications, and anti-virus definitions to all workstations.
  
  
  
  



• C.6 Provide independent, advanced installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.).
  
  
  
  



• C.7 Perform equipment moves and surplus outdated and no longer used equipment.
  
  
  
  



• C.8 Provide ad-hoc one on one training for hardware and software systems as required. Develop and instruct technical training for customers through individual user training, classroom training and/or workshops. Work closely with customers and BITS training staff to ensure all training needs are met.
  
  
  
  



• C.9 Coordinate computer equipment repairs with WISDOT Service Desk and Vendors per service agreements, warranties, and contracts.
  
  
  
  



• C.10 Act as a liaison between BITS and our business partners and customers, to ensure proper processes and polices are followed.
  
  
  
  



• C.11 Provide independent, advanced problem diagnosis and resolutions (troubleshooting) for computer hardware and software problems and service requests.
  
  
  
  



• C.11 Provide technical support for other hardware/software needs as requested by various business areas.
  
  
  
  



• C.12 Serve as a liaison with business customers and provide recommendations for improved system processes.

• KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED The employee must have comprehensive knowledge of the systems and applications identified below:
  
  
  
  



• 1. Personal computer operating systems including Microsoft Windows 7 and 10.
  
  
  
  



• 2. Personal computer software applications including Microsoft Office (Access, Excel, Outlook, Word, and PowerPoint), Adobe Acrobat, etc.
  
  
  
  



• 3. Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background.
  
  
  
  



• 4. Exceptional oral and written co