We're hiring a Technical Support professional to provide desktop support, planning, and troubleshooting for the systems and equipment used in our Madison office and other regional offices. The Unemployment Insurance (UI) Division staff assist people who apply for UI benefits and respond to inquiries. While the department has other IT support, this position identifies issues and needs of the staff in these offices, and coordinates with other IT staff as well as equipment vendors to make sure office computer equipment and systems meet the needs of business operations. This requires a great deal of initiative, a desire to figure out what's causing a problem and how to solve it, and a passion to learn new skills.

If you have experience supporting computer users and are curious to figure out the solutions to any problem that arises, apply today.

This position will be headquartered at our offices in Madison and will frequently need to report in-person to this office to provide in-person equipment support. This position will occasionally need to travel to our offices in Appleton, Eau Claire, and Menomonee Falls to support users and business operational needs. This position will have the flexibility to work remotely under a telecommuting agreement when in-person work is not required. In order to comply with the needs of remote work, people hired into these positions will need to have access to high speed internet (min 20 MB/sec download, 10MB/sec upload) and the ability to perform confidential and professional telework.

The Department of Workforce Development (DWD) offers interesting and meaningful work with an employee-friendly work environment, work-life balance, a casual office environment, flexibility, and many opportunities to grow your skills. The State of Wisconsin offers an exemplary benefits package with over 6 weeks paid time off, excellent insurance options (health, dental, vision, life, and more), a top-notch retirement program, and much more. Apply now to find out why we love to Work for Wisconsin.

Employee safety is important to us. This position is currently required to work remotely due to the COVID-19 pandemic. High speed internet access is required to meet the needs of remote work. This position is not intended to work remotely on a permanent basis.

This recruitment may be used to fill future similar permanent, project, and/or LTE vacancies.

DWD values employee safety and continues to follow state and federal guidelines regarding the COVID-19 pandemic.

Who are We Looking For?

We Are Looking for an Entry-Level Technical Support Specialist To:

• Provide IT customer service to business users
• Troubleshoot software and hardware issues
• Work with other IT teams to make sure users have the technology equipment and software they need
• Prepare new laptop/desktop computers and software applications for deployment.
• Identify, troubleshoot, and resolve problems with office automation systems and system configuration.
• Assist in the maintenance of all computer equipment, software, and peripherals

What Can We Offer You?

• The chance to pivot your experience into an IT career
• Work/life balance
• Remote/work from home flexibility for a portion of work schedule
• An environment where professional development is supported and encouraged
• A workplace where employee efforts are appreciated and recognized
• Ability to make an impact for Wisconsin residents

This position requires occasional in-state and out-of-state travel, including some overnights. This position has access to Federal Tax Information. For more information, please see the Position Description.

Starting salary is between $27-$31 per hour ($56,160 and $64,480 per year) depending on qualifications and experience, plus excellent benefits. For more benefits information, view our benefits overview, or more in-depth benefits e-learning.

A 12-month probationary period will be required. The classification title for this position is IS Technical Services Professional (schedule 07, range 35). This position is not represented in a collective bargaining unit.

Pay will be set in accordance with the State Compensation Plan in effect at the time of appointment. Starting pay may vary for current state employees.

All state employees must report their COVID vaccination status, whether vaccinated or not and provide supporting documentation if vaccinated. Newly hired employees will be required to submit this information within their first two weeks of employment.

The State of Wisconsin continues to follow necessary health and safety protocols for COVID. Please visit Division of Personnel Management Coronavirus - COVID-19 (wi.gov) for the most up-to-date information. Guidance may be subject to change.

We consider all qualified applicants regardless of criminal histories, consistent with applicable federal, state and local law. Finalists for this position may be required to allow DWD to conduct a background check or other checks to determine whether the circumstances of any conviction may be related to the job being filled. For positions with access to sensitive federal tax information, FBI fingerprinting may also be required.

Applicants must be legally entitled to work in the United States (i.e. a US citizen or national or a lawful permanent resident) at the time of appointment. DWD does not sponsor visas and is not an eligible OPT employer for those with F1 visas. This is not a contract position. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

It is very important that you specify your experience for the qualifications that are marked with asterisks (*) in your letter and resume as these qualifications will be evaluated in the first step of the selection process. Additional qualifications may be evaluated in subsequent steps.

You will need to have experience in:

• Experience assisting computer users, including the following tasks: helping to set up computer equipment, connecting monitors and peripheral computer equipment, acting as the system expert for business users, providing technical support to users, or similar.
• Experience identifying issues and solving problems, including researching and testing possible solutions
• Excellent written and verbal communication skills, including communicating with technical and non-technical partners

It would be nice to have training and/or experience in any of the following:

• Experience providing IT desktop support, including the following tasks: imaging, building, and maintaining desktops, laptops and/or printers; conducting software installs and hardware upgrades, preferably within a Microsoft Office, Windows environment
• Supporting telecommunications equipment, preferably in a call center
• Computer network connection and support
• Using reporting tools such as Excel, Access, Business Objects, or similar
• Basic computer programming or applications development (e.g. Visual Basic or similar)

Note: If you are viewing this posting on an external site, please visit https://Wisc.Jobs (search 10217) to complete your application.

Click "Apply for Job" to start the application process. That will prompt you to access your existing account or create a new account. You will need to answer a question regarding your specific computer support experience, and you will be asked to attach a resume and a letter of qualifications as part of the application process. It is important that these materials clearly illustrate how your qualifications relate to the qualifications of this job. Additional guidance on developing your resume and letter of qualifications (including a template) is available at this link.

If you encounter issues submitting your on-line application (e.g. signing in or uploading a resume), please contact the Wisc.Jobs Help Desk at (608) 267-1012 or wiscjobs@wisconsin.gov (Monday - Friday, 7:45am – 4:30pm).

Please note that once you submit your application, you will not be able to update your materials.

What happens next? A panel will review your application materials to determine your eligibility for further consideration in the selection process. The most qualified applicants will be invited to participate in the next step of the selection process, which is typically a virtual interview.

If you have questions, please email EJRjobs@dwd.wisconsin.gov.

DWD is an Affirmative Action and Equal Opportunity employer seeking a diverse and talented workforce. Veterans, women, people of color, LGBTQIA+, and people with disabilities are encouraged to apply. We provide reasonable accommodations to qualified applicants and employees with disabilities.

Application materials must be submitted by 11:59 PM (central standard time) on May 4th, 2023.