Technical Support AnalystLegislative Technology Services BureauTechnical Support Analyst
Job Announcement Code(s): 11-05114
County(ies):
Dane
Classification Title: /JAC:
Job Working Title:
Unknown 11-05114
Technical Support Analyst
Type of Employment:
Full Time (40 hrs/week)
Salary:
Minimum salary is $38,000 depending on qualifications and experience.
Contact:
Teresa Pellitteri, Human Resource Manager
Bargaining Unit:
Non-Represented
Area of Competition:
Open
Deadline to Apply:
Open
Exam Information:
Exam cannot be previewed.
The Legislative Technology Services Bureau (LTSB) is accepting applications to recruit a skilled and enthusiastic professional for the position of Technical Support Analyst on its Technical Support Team located in Madison, Wisconsin. Minimum salary is $38,000 depending on qualifications and experience. The LTSB is a nonpartisan legislative service agency in unclassified, non-represented State service and provides technical support and other services including enterprise operations, geographical information systems support, and application development to over 1000 users in the Wisconsin Legislature and its five supporting service Duties:
The Technical Support Analyst serves as the front line technical support for all Legislative network users and is a member of the Technical Support team. The responsibilities of this position include the configuration, installation, upgrade and support of all LTSB standard hardware and software platforms in which the Wisconsin Legislature and its service agencies operate.
Technical Support Analysts work in a service desk environment and respond to user inquiries and problems pertaining to legislative technology. Other responsibilities include assisting in the resolution of network problems, training computer users, recording support requests into a service call database, creating documentation for use in a knowledge base, and providing on-site technical support while the Legislature is in session.
Technical Support Analysts are expected to stay current with emerging technology trends, agency initiatives, and supported LTSB applications. Analysts are also expected to research and propose new technologies, align their efforts with agency goals, and represent the bureau in a highly professional manner. The successful candidate will have demonstrated expertise supporting computers and laptops running the Windows 7 operating systems and Microsoft Office 2003 and 2010 suites within a networked environment. The analyst must be skilled in supporting other network peripherals and be proactive in implementing security policies and procedures.
Technical Support Analyst position hours are typically 8 AM to 5 PM Monday through Friday, with possible coverage beginning at 7 AM and/or ending at 6 PM. The analyst also participates in an on-call rotation for providing after-hours support. Late evening hours may be required when the Legislature is in session.
Job Knowledge, Skills and Abilities:
Candidates should have formal education in computer science, business or related field, professional experience or combination of education, experience and certifications to effectively execute duties upon hire.
Ideal skills include, but are not limited to, an expert level of knowledge with:
? Microsoft Windows 7 operating system
? Microsoft Office 2003/2010 Professional
? HP OpenView Service Desk or similar service management software
? Anti-virus software and other miscellaneous security applications
? Workstation and laptop configuration, installation and support
? Printer and scanner installation and support
Additional Requirements:
Candidates should first and foremost possess excellent customer service and troubleshooting skills, which includes a focus on critical thinking in a technical environment while demonstrating exceptional communication ability (both written and verbal). Candidates must exhibit great attention to detail, and show a proactive approach to both team duties and independent projects. Candidates must possess general knowledge of network topologies, remote access, security, active directory and group policy. Candidates should possess initiative, resourcefulness, the desire to increase technical knowledge and the ability to effectively apply knowledge learned. Candidates must be able to lift, deliver and set up computers, monitors, printers and the associated cables and accessories in an office setting. Candidates must be willing and able to function in a nonpartisan environment, and perform accurately and in a professional manner under pressure, including meeting deadlines and working in a highly public setting.
Additional Desired Skills and Attributes:? Microsoft FrontPage/Web Publishing/SharePoint
? Smartphone support
? Presentation and instruction skills
? Enterprise level technology knowledge or experience
? Imaging Technology ? System Center Configuration Manager
? Video production and media streaming
? Data manipulation (parsing/concatenation/etc.)
? A+, NET+, MCP certification
How To Apply:
Qualified applicants should submit a resume along with a separate paper addressing the two areas below. Each response should be a maximum of one page.
1. Education and certifications as they relate to the duties and description of this position which enable the candidate to effectively execute the duties upon hire.
? Describe any special training or familiarity with a specific technology that you believe would be valuable for the position as described.
2. Describe a Technical Support position you have held or been trained for as it relates to an enterprise environment and user support in a complex network infrastructure.
? Include how many users and what types of hardware and software were supported.
? Include your role and level of responsibility.
? Identify any management or service desk tools you have used and your approach to effectively support end users.
The most qualified individuals will be invited to participate in the next recruitment stage. For prompt consideration, application materials should be received by February 24th, 2012.
Legislative Technology Services Bureau
Attn: Teresa Pellitteri
17 West Main Street, Suite 200
Madison, WI 53703-3305
The Legislative Technology Services Bureau is an Equal Opportunity/Affirmative Action employer.
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