Rose International
NEW JOB OPENING DESKTOP SUPPORT IN MADISON, WI, USA!
Rose International, Wisconsin Rapids, Wisconsin, United States, 54494
Job Description
This is hybrid role and during Training, 100% onsite is required. Candidate MUST be a Wisconsin resident or willing to relocate to Wisconsin at their own expense prior to starting the role.
Required Experience & Skills: • Excellent Customer Service and problem-solving skills required • Familiar with a variety of the concepts, practices, and procedures • Account management, device imaging and deployment, application deployment, and integration of agency configuration management for Help Desk staff to use daily
Preferred Experience & Skills: • Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks • A wide degree of creativity and latitude is expected
Responsibilities: • Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution • Provide Help Desk staff with guidance on effective use of remote support tools for efficient end user support strategies and use remote tools to connect, diagnose, and resolve technical support issues as necessary • Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services • Setup and support PC hardware, peripherals, software and related devices • Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary • Install and support Microsoft client operating systems in an Enterprise environment • Install and support office productivity software, client and cloud-based • Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations • Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights • Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads • Assist in monitoring systems that track security across hardware and software on end-user devices • Administer asset management platform for the automated inventory and tracking of device assignment and licensing of software for managed computers • Act as Technical Service team's liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents • Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary • Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency • Lead team efforts to create, update, and troubleshoot software deployment platform. • Train new Help Desk employees as needed and provide documentation • Perform comprehensive configuration management of computer settings to ensure proper security and feature availability • Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations • Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights • Manage endpoint protection including automated remediation and updates • Certify new equipment standards including laptops, monitors, docking stations • Provide direction and guidance for the processing and resolution of help desk tickets • Determine best mechanisms for assignment of help request tickets among team • Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible • Document knowledge in the form of knowledge base tech notes and articles • Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers • Provide input on increasing and improving efficient end user support strategies • Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting
**Only those lawfully authorized to work in the designated country associated with the position will be considered.**
**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits: For information and details on employment benefits offered with this position, please visit here . Should you have any questions/concerns, please contact our HR Department via our secure website .
California Pay Equity: For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here .
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department .
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
Required Experience & Skills: • Excellent Customer Service and problem-solving skills required • Familiar with a variety of the concepts, practices, and procedures • Account management, device imaging and deployment, application deployment, and integration of agency configuration management for Help Desk staff to use daily
Preferred Experience & Skills: • Relies on extensive experience and judgment to plan and accomplish goals. Independently performs a variety of tasks • A wide degree of creativity and latitude is expected
Responsibilities: • Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution • Provide Help Desk staff with guidance on effective use of remote support tools for efficient end user support strategies and use remote tools to connect, diagnose, and resolve technical support issues as necessary • Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services • Setup and support PC hardware, peripherals, software and related devices • Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary • Install and support Microsoft client operating systems in an Enterprise environment • Install and support office productivity software, client and cloud-based • Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations • Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights • Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads • Assist in monitoring systems that track security across hardware and software on end-user devices • Administer asset management platform for the automated inventory and tracking of device assignment and licensing of software for managed computers • Act as Technical Service team's liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents • Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary • Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency • Lead team efforts to create, update, and troubleshoot software deployment platform. • Train new Help Desk employees as needed and provide documentation • Perform comprehensive configuration management of computer settings to ensure proper security and feature availability • Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations • Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights • Manage endpoint protection including automated remediation and updates • Certify new equipment standards including laptops, monitors, docking stations • Provide direction and guidance for the processing and resolution of help desk tickets • Determine best mechanisms for assignment of help request tickets among team • Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible • Document knowledge in the form of knowledge base tech notes and articles • Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers • Provide input on increasing and improving efficient end user support strategies • Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting
**Only those lawfully authorized to work in the designated country associated with the position will be considered.**
**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**
Benefits: For information and details on employment benefits offered with this position, please visit here . Should you have any questions/concerns, please contact our HR Department via our secure website .
California Pay Equity: For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here .
Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.
If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department .
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).