Posted 13 days ago
IT Support Specialist
AI Summary
Full Time Equivalent: 40Hours/week)Reports to: IT ManagerRate: $26.00 to $32 per hourLocation: DRW has offices in Milwaukee and Madison. This position can be assigned to any of these office locations, depending on the applicant’s residence.
About this role
Full Time Equivalent: 40Hours/week)
Reports to: IT Manager
Rate: $26.00 to $32 per hour
Location: DRW has offices in Milwaukee and Madison. This position can be assigned to any of these office locations, depending on the applicant’s residence. DRW has a hybrid work policy.
Application Instructions: Submit a resume and cover letter detailing your qualifications and experience as they relate to the minimum and preferred qualifications.
For priority consideration, apply online at our Careers page: www.disabilityrightswi.org/careers
Application Deadline: Preferred consideration will be given to applicants who apply by June 30. Position will remain open until filled.
About This Position
The IT Support Specialist plays a key role in supporting employees in their daily work. This role serves as the initial point of contact for IT requests and ensures timely escalation of more complex issues. Reporting to the IT Manager, this position helps maintain and improve essential systems, devices, and processes that support the organization’s mission.
Key Responsibilities
1. Helpdesk and Onsite Support(50%):
a) Triage alerts from users and systems.
b) Provide ticket resolution for T1 and T2 issues.
c) Evaluate and escalate tickets for internal team members and vendors.
d) Respond to system support tickets.
2. Identity Access Management(5%):
a. Take primary responsibility for managing user accounts.
b. Facilitate password and MFA resets.
c. Monitor systems for stale accounts.
3. Inventory and Endpoint Management(10%):
a. Track and manage IT inventory including laptops, peripherals, software licenses, and warranties. Including an annual audit of equipment.
b. Oversee laptop lifecycle: procurement, setup, repair, replacement, wiping, and recycling.
c. Provision and enroll new devices.
d. Inform the IT Manager of IT equipment purchase needs.
e. Regularly audit inventory.
f. Review compliance reports and remediate or escalate gaps.
g. Assist with creating and deploying system configurations.
h. Manage organization-owned mobile devices.
4. Project Support (15%):
a. Execute assigned project tasks and technical implementations.
b. Research solutions for defined project requirements.
c. Assist the IT Manager in providing accessible solutions
d. Evaluate proposed services for accessibility
e. Investigate specific solutions to meet accessibility needs
f. Document configurations, procedures and project outcomes.
5. Documentation (5%):
a. Create and maintain documentation for internal IT processes, including creating checklists and documenting system configurations.
b. Maintain necessary evidence of completed work for compliance and security tracking.
6. Staff Training (5%):
a. Support end users through ad hoc training.
b. Creation of training materials.
c. Provide IT orientation to new hires.
d. Participate in staff training and webinars, including facilitation and presentation.
e. Monitor staff training progress.
7. Printer and Network Support (<1%):
a. Deploy and update printer drivers.
b. Configure printer/scanner access and address books.
c. Troubleshoot connectivity issues.
d. Patch network jacks.
a. Change switch port VLAN assignment
b. Assist MSP with on-site support
8. Security and Compliance Support (2%):
a. Execute documented Service Restoration Plans
b. Act as part of the Incident Response Team (IRT)
c. Assist with regular review and update of IR and DR plans
d. Participate in tabletop IR and DR exercises
e. Assist the IT Manager with Risk Assessments of software, services, and processes and perform remediation tasks as assigned.
9. Stay current with IT standards and Best Practices (5%):
a. Pursue industry certifications (Microsoft, COMPTIA, CIS, etc.)
b. Maintain training and certifications on supported systems
c. Engage in research of emerging technology, best practices, and industry standards.
10. General (<1%):
a. Adhere to all DRW policies and procedures, including but not limited to work hours, timesheets, file maintenance, confidentiality, and security.
b. Participate in DRW activities such as all-staff meetings and committees.
May be other related duties as assigned.
Qualifications
Required:
Minimum Qualifications:
· 1-2 years of progressive experience in a paid technical IT role:
o Able to organize incoming work requests and maintain day-to-day productivity.