Sundial Software
Technician III – Wisconsin DOA (District Attorneys Office)
The State of Wisconsin DOA District Attorneys office is looking for one Technician III. The role provides multi-tiered customer-facing support for applications, infrastructure, and services in DAIT’s distributed environment. The position is primarily remote and requires current Wisconsin residency. Candidates must be willing to travel up to 20% in‑state for onsite work.
Responsibilities
Serve as a point of contact for customers seeking multi-tier technical assistance over phone, email, or the ticketing system.
Perform remote support and on‑site work as required to resolve customer requests.
Manage support tickets in a timely manner, documenting all related work and providing status updates.
Develop, modify, and maintain knowledge base articles and service calendars.
Collaborate with technical teams to plan, install, maintain, recover, and audit network, server, and other infrastructure equipment in DA offices and the data center.
Monitor and resolve network and systems connectivity, performance, and security issues; implement performance and security improvements.
Prepare diagrams, procedures, and documentation for proper use and support of DA office infrastructure.
Establish and maintain effective working relationships with team, customers, vendors, and other stakeholders.
Qualifications
At least 5–7 years of experience in a customer‑facing, multi‑tier technology support role.
Experience with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
Experience resolving tickets on first call and following established escalation practices.
Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
Experience with remote support technology tools (screen sharing, voice, chat, etc.).
Experience with legacy and modern technologies, enterprise‑level system design, automation, deployment, security and administration, system performance monitoring, user directories, virtualization, and network communications.
Experience establishing and building support workflows and diagrams based on team and customer requirements.
Experience supporting computers, printers, networks, servers, and equipment in security‑compliant data centers and offices.
Experience with security frameworks and their application to networked environments.
Experience developing and maintaining a service calendar.
Experience in non‑prime shift, on‑call technical support as needed.
Strong interpersonal, written, and oral communication skills; ability to work with limited supervision and virtually on a team.
Ability to lift 50 lbs.
Experience in project management and associated practices.
Experience with inventory management, planning cycles, vendor management, ordering, and warranty support.
Successful completion of a fingerprinted criminal background check.
Other Requirements • Must be a current Wisconsin resident; relocation is not allowed. • Position requires up to 20% in‑state travel. Travel expenses are reimbursed. • Must meet State of Wisconsin fleet car rental requirements.
#J-18808-Ljbffr
Responsibilities
Serve as a point of contact for customers seeking multi-tier technical assistance over phone, email, or the ticketing system.
Perform remote support and on‑site work as required to resolve customer requests.
Manage support tickets in a timely manner, documenting all related work and providing status updates.
Develop, modify, and maintain knowledge base articles and service calendars.
Collaborate with technical teams to plan, install, maintain, recover, and audit network, server, and other infrastructure equipment in DA offices and the data center.
Monitor and resolve network and systems connectivity, performance, and security issues; implement performance and security improvements.
Prepare diagrams, procedures, and documentation for proper use and support of DA office infrastructure.
Establish and maintain effective working relationships with team, customers, vendors, and other stakeholders.
Qualifications
At least 5–7 years of experience in a customer‑facing, multi‑tier technology support role.
Experience with support request ticketing systems, managing ticket updates, completing related documentation, and maintaining customer communications.
Experience resolving tickets on first call and following established escalation practices.
Experience providing diagnosis, problem resolution, and support for enterprise applications and systems.
Experience supporting networked environments, connectivity standards, security, and related infrastructure and physical layers.
Experience with remote support technology tools (screen sharing, voice, chat, etc.).
Experience with legacy and modern technologies, enterprise‑level system design, automation, deployment, security and administration, system performance monitoring, user directories, virtualization, and network communications.
Experience establishing and building support workflows and diagrams based on team and customer requirements.
Experience supporting computers, printers, networks, servers, and equipment in security‑compliant data centers and offices.
Experience with security frameworks and their application to networked environments.
Experience developing and maintaining a service calendar.
Experience in non‑prime shift, on‑call technical support as needed.
Strong interpersonal, written, and oral communication skills; ability to work with limited supervision and virtually on a team.
Ability to lift 50 lbs.
Experience in project management and associated practices.
Experience with inventory management, planning cycles, vendor management, ordering, and warranty support.
Successful completion of a fingerprinted criminal background check.
Other Requirements • Must be a current Wisconsin resident; relocation is not allowed. • Position requires up to 20% in‑state travel. Travel expenses are reimbursed. • Must meet State of Wisconsin fleet car rental requirements.
#J-18808-Ljbffr