The State of Wisconsin DOT is looking for a Systems Administrator 1.
* this position is in the Waukesha DOT office
Experience - Windows Apple, ITSM, Cherwell - REMOTE work
Top Required Skills & Years of Experience:
1. Experience providing remote support for Windows 11 oerating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.
2. Experience providing support for Microsoft Office 365 and TEAMS.
3. Experience working with ITSM Tools such as Cherwell or Service Now for incident management and inventory.
Nice to Have Skills:
4. Mentoring and/or training counterparts/team members.
5. Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards.
Onsite or Remote? Candidate must be a CURRENT WI resident. No relocation allowed. This position is ONSITE for the first 4-6 weeks. Afterward, candidates may be able to work a Hybrid schedule.
This position resides in the IT Service Management Regional (ITSMR) Team, under the supervision of the ITSMR
Supervisor. The role of the IT Systems Analyst is to provide IT support for all customers utilizing the Department of
Transportation IT services. They are responsible for logging incidents and service requests and resolving support
requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and
continuous service delivery demands.
This position assists customers to resolve technical support issues of various levels of complexity, related to
computer hardware, software, associated peripheral equipment, and user password related items. This position
will perform installation, maintenance and problem resolution of desktop platforms, software, and operating
systems. This position will assist in the development and maintenance of the support knowledgebase, training, and
documentation. This position maintains a strong customer focus, attention to detail, prioritization, and effective
communication.
An IS Technical Services Analyst must be knowledgeable in a broad, constantly evolving assortment of IT policies,
procedures, and technologies. They must possess maturity and reliability to independently provide user support
accurately and consistently. Customers include all DOT staff throughout the state, Bureau of Information
Technology (BITS) staff, as well as select government and private sector contacts. Interactions can occur between
personnel in the Department and throughout the Bureau, other technical support personnel, extranet business
partners, vendors, Division of Enterprise Technology (DET) personnel and the occasional citizen, etc. Work is
tracked in our ITSM incident management system via incident and service request tickets.
Work performed and documentation is monitored for adherence to expectations.
This Position also requires the following of all rules and regulations regarding safety and maintaining the high
safety and health standards developed and approved by the Department. This includes but is not limited to;
reporting incidents/accidents/ near misses that resulted or could have resulted in personal injury, maintaining
safe working conditions and wearing appropriate personal protective equipment in designated areas, and
offering safety and health suggestions that would reduce risks to workers.
TIME % GOALS AND WORKER ACTIVITIES:
50% A. Provide professional multidivisional hardware and software support for all customers
utilizing the Department of Transportation IT services.
A.1 Respond in a timely manner to requests for technical assistance in person, via phone,
or electronically.
A.2 Diagnose and resolve technical hardware and software issues.
A.3 Provide installation, configuration, on-site support, and routine maintenance
for peripheral devices (printers, scanners, etc.)..
A.4 Provide training and education to customers.
A.5 Research solutions using available information found in the knowledgebase,
teammates, and online resources.
A.6 Accurately update and document incidents and service requests using the Cherwell
incident management system.
A.7 Configure, install, and upgrade computer hardware and software. This includes testing
and piloting for multiple divisions and documenting the results.
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A.8 Work with BITS to support the use of Enterprise Software Distribution (ESD) technology
for deployment of software, business applications, and anti-virus definitions to all
workstations.
A.9 Perform equipment moves and surplus outdated and no longer used equipment.
A.10 Identify and effectively prioritize situations requiring urgent attention.
A.11 Track and escalate problems and requests and document resolutions.
A.12 Regularly communicate updates to all end users, vendors and other members of the
department regarding hardware and software needs requests within the Department.
30% B. Multidivisional hardware and software technical support for WISDOT multi-Divisional
customers.
B.1 Configure, install, and upgrade computer hardware and software.
B.2 Provide installation, configuration, on-site support, and routine maintenance
for peripheral devices (printers, scanners, etc…)
B.3 Perform equipment moves and surplus outdated and no longer used equipment.
10% C. Create, maintain and update documentation and technical information within the unit
knowledgebase.
C.1 Assist with the development and maintenance of user communication templates and
procedures.
C.2 Assist with the overall development and maintenance of the knowledgebase system.
C.3 Provide consultation to Divisions and with other IS staff, develop standards,
specifications and justifications for new business needs related to IT hardware or
software.
C.4 Maintain technical expertise with system information, changes, and updates.
C.5 Coordinate with team and project leads to ensure the uniform implementation of ideas
and programs being promoted by the various business areas and providing resource
needs for statewide BITS IT projects.
10% D. Perform routine maintenance of IT Asset management systems.
D.1 Coordinate resource needs identification for IT asset management with IS Supervisors.
D.2 When requested by Divisions, provide clarification, for cost analysis, or other financial
or non-financial, technical and non-technical information, on IT reports received from
other areas of BITS based on customer’s needs.
D.3 Ensure IT Asset Management systems are updated with accurate recordkeeping and
inventory data and inform BITS management if problems with recordkeeping tasks
arise.
D.4 Perform a physical asset management inventory as needed
D.5 Work with Divisions and business partners on hardware and software procurement.
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KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
The IS Technical Analyst must have comprehensive knowledge of the systems and applications identified
below:
1. Personal computer operating systems including Microsoft Windows 11.
2. Mobile operating systems including iOS.
3. Personal computer software applications including Microsoft Office (Access, Excel, Outlook, Word, and
PowerPoint), Adobe Acrobat, etc.
4. Significant ability to articulate and communicate technical concepts both orally and in writing to
various stakeholders, including those from a non-technical background.
5. Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
6. Ability to prioritize tasks based on level of importance in a fast-paced environment.
7. Skill and ability to provide a positive and efficient customer service experience.
8. Strong organizational skills.
9. Ability to perform work independently as well as a contributing member of a team.
10. Strong understanding of problem-solving methods and practices.
11. Experience developing appropriate documentation for customers and service desk staff.
12. Understanding of ITIL Service Desk Incident Management methods and practices.
13. Experience identifying trends for Major Incident identification
14. Understanding of Knowledge Management principles and their benefits within a Service Desk team.
15. Demonstrated commitment to valuing diversity and contributing to an inclusive workplace
16. Proven ability to collaborate with a wide range of individuals with varying backgrounds to work together for a common purpose to achieve business goals
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