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Disability Rights Wisconsin · 1 month ago

Tech Support Analyst II (LTE)

Monona, WI

Full-time

Hybrid

Mid, Senior Level

$71K/yr - $74K/yr

5+ years exp

Disability Rights Wisconsin is the state’s Protection and Advocacy system, dedicated to protecting the rights of individuals with disabilities. The Senior Technical Support Specialist will provide advanced IT support, manage helpdesk issues, and lead IT project initiatives during a critical transition period.

Non Profit

Responsibilities

Serve as the primary point of contact for MSP coordination, ensuring timely escalations and accurate responses to MSP requests

Align endpoint security and patching

Serve as the primary point of contact for escalations and coordination, providing onsite Support when needed for the MSP

Complete tasks assigned by MSP for migration

Document and transition existing IT processes into MSP systems to ensure continuity and compliance

Work under limited direction to define roles and responsibilities between internal IT and MSP to prevent gaps in service delivery and security

Lead device provisioning and configuration using Microsoft Autopilot and Intune, applying security policies and ensuring compliance with organizational and MSP standards

Manage the helpdesk ticketing system to ensure timely and effective resolution of technical issues for office and remote employees

Adhere to defined response and resolution timeframes

Assign tickets to appropriate internal employees or external partners when issues fall outside the scope of this role (e.g., database issues to the Data Specialist, or escalate tickets to MSP)

Ensure tickets are closed in a timely manner and reflect accurate documentation of the issue and resolution

Escalate issues to the MSP when appropriate and ensure timely, accurate responses to MSP requests

Provide technical expertise and guidance throughout project lifecycle, including planning, implementation, and post-project review

Execute DRW’s responsibilities for NIST SP 800-53 compliance, including policy updates, tracking systems, and evidence collection for audits

Attend weekly meetings with NIST Auditor and contract individuals

Review and analyze vulnerability reports for SLAs, coordinate resolving vulnerabilities or write-ups for contract. Remediate vulnerabilities if necessary

Qualification

Microsoft 365IntuneAzureNIST 800-53Microsoft AutopilotSecurity vulnerability remediationHelpdesk ticketing systemsAnalytical thinkingProblem-solvingInterpersonal skillsCommunication skills

Required

5+ years of progressive experience in a paid technical IT role

Able to organize incoming requests for work from multiple sources and plan projects without well-defined goals, maintaining day-to-day productivity with few requests for help

Strong knowledge of Microsoft 365, Intune, Defender, and Azure environments

Demonstrated ability to remediate security vulnerabilities, including applying patches, adjusting configurations, and implementing system hardening measures across endpoints, and network devices

Proven ability to troubleshoot technical issues, identify root causes, and recommend effective solutions

Ability to educate and empower users to resolve common issues independently

High-level analytical thinking, problem-solving, and critical reasoning skills

Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical audiences

Willingness to work outside of standard business hours when necessary or emergency support situations arise

Ability to travel to remote office locations as needed

Physical capability to lift and move IT equipment (e.g., monitors, computers, laptops), including bending, twisting, and crawling under desks

Preferred

Certifications: Microsoft 365 Fundamentals and Azure Fundamentals

Experience with Microsoft Autopilot for device provisioning and endpoint compliance

Experience with Microsoft Azure, ticketing and remote management platforms

Experience contributing to IT documentation, audits, and compliance reporting

Familiarity with NIST 800-53 security controls and HIPAA compliance

Experience working with individuals with disabilities and/or people from culturally diverse backgrounds

Support employees with assistive technology and assisting in modifying systems or equipment for accessibility

Benefits

Generous employer contribution for individual and family health insurance plus a Health Reimbursement Account for uncovered health care costs

Employer-provided Short-Term and Long-Term Disability Insurance

401(k) Retirement Plan with Employer Contribution

Flex Spending Account

Access to affordable, quality: + Dental, Vision Coverage + Additional life Insurance for employee and/or spouse and children + Critical Illness Insurance + Identity Theft + Pet Insurance

Public Student Loan Forgiveness

10 Fixed and 4 Floating Holidays

Paid Sick and Personal Leave

Paid Vacation

Anniversary Pay after year one.

Comp Time for Salaried Employees who work over 40 hours.

Paid Volunteer Time off.

Paid Bereavement Leave

Employee Assistance Program (EAP); Commuter Choice, and Sabbatical Leave.