Desktop Support

Job Description
The Bureau of Information Technology Services (BITS) needs immediate assistance with several desktop

initiatives vital to DHS.

• Assist with support for PC endpoint incidents. This position will provide timely IT support to

DHS staff so they can more efficiently support critical DHS initiatives.

• Assist with operational upgrades of desktop systems. DHS is in process of updating the

operating system of all production systems to Windows 11, as well as updating the machine

BIOS, and converting our endpoint encryption-at-rest product to BitLocker.

• DHS is going to be physically moving from 1 West Wilson to the GEF1 building on East

Washington. This position will assist with various technical aspects of that move, from

confirming correct setup at the new location to hands-on troubleshooting of technical

issues.

Additional details: While there are multiple resources for the technician to reference, it is important for

a successful candidate to be skilled at troubleshooting. DHS has a complex environment and cannot

provide a script. Much of the customer-facing work is done via remote console, but there are many

situations that require deskside visits. Technical acumen, communication and customer service skills are

all important to success in this position

This position will:

A. Provide technical desktop support and customer services to DHS.

A.1 Monitor and resolve incidents reported in the DHS IT service management

system (currently Cherwell). Ensure that customers are contacted and a resolution takes place

within the acceptable time frame.

A.2 Monitor incidents, tasks and service requests and respond as appropriate.

A.2.a. Ensure that services are delivered to customers by the stated completion

date of the request. Negotiate any dates with the customer that can't be completed in the

original timeline.

A.2.b. Work with other team members on reassignments if necessary.

A.2.c. Keep management informed of any developing or expanding issues.

A.3 Resolve customer's technical issues, respond to questions, and provide general

assistance with desktop product use.

A.4 Escalate non-standard issues to the appropriate technical assistance team, as

required.

A.5 Record task, incident, and service request actions in the IT service management

system on a regular basis and per stated expectation for the type of ticket. Include supporting

documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service

requests in a timely manner.

A.6 Document common incident resolutions, tips, and process improvements in

shared resource area.

A.7 Escalate non-routine customer questions and concerns to management for

consideration.

A.8 Set up computers, peripherals, and provide initial PC training for new DHS staff.

The Bureau of Information Technology Services (BITS) is in need of immediate

assistance with a number of initiatives that are critical not only to the work unit, but also

to the Division of Enterprise Services (DES) as well as the agency. It is important to us

to acquire the service of a desktop support contractor in the Madison area to assist with

the following specific initiatives:

•Assist with support for PC endpoint incidents and problems. This position will

provide timely IT support to DHS staff so they can more efficiently support critical DHS

services.

•Assist with operational upgrades of DHS desktop systems. Windows 10 is

going out of support in October. This position will assist in the upgrade of all machines

to Windows 11. It is critical that we keep our Windows software up to date to minimize

the risk of malware on DHS computers. In addition to Windows, this position will help

keep other desktop software up to date minimizing risk to the data in CARES, EHR,

WEDSS, and other critical IT systems in use throughout DHS.

Requirements

Top Required Skills & Years of Experience:

1. Experienced at troubleshooting issues on Windows laptops and desktops. (3+ years)

2. Experienced at tracking effort through a ticket system. (3+ years)

3. Experienced at software installation, both packages and manual. (3+ years)

4. Experience setting up computer stations and peripherals. (3+ years)

Nice to Have Skills:

1. Experience with use of desktop tools such as Ivanti or SCCM.

2. Experience imaging computer systems.

Project details (project overview, who the contractor will work with, soft skills needed, etc.):

The Bureau of Information Technology Services (BITS) needs immediate assistance with several desktop initiatives vital to DHS.

• Assist with support for PC endpoint incidents. This position will provide timely IT support to DHS staff so they can more efficiently support

critical DHS initiatives.

• Assist with operational upgrades of desktop systems. DHS is in process of updating the operating system of all production systems to

Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker.

• DHS is going to be physically moving from 1 West Wilson to the GEF1 building on East Washington. This position will assist with various technical aspects of that move, from

confirming correct setup at the new location to hands-on troubleshooting of technical issues.

Additional details: While there are multiple resources for the technician to reference, it is important for a successful candidate to be skilled at troubleshooting. DHS has a complex environment and cannot provide a script. Much of the customer-facing work is done via remote console, but there are many situations that require deskside visits. Technical acumen, communication and customer service skills are all important to success in this position.