What are the responsibilities and job description for the Technical Support Engineer - Field Services Contractor position at Novalink Solutions LLC?
Summary Description
Under the supervision of a Technical Unit Supervisor, this position is part of a team that has overall responsibility for the
computer and network infrastructure that supports the operations of the Wisconsin Court System enterprise, which
includes over 6,000 computing devices. Specifically, the Technical Support Engineer - Contractor will service court
customers throughout the state and will be based in the Madison, Wisconsin. This position has five main areas of
responsibility: 1) Provides maintenance and support for Wisconsin Court System software and hardware. 2) Installs,
configures and troubleshoots computer hardware and software in county courthouses and court system offices
throughout Wisconsin. 3) Provides technical customer support to all court system employees and takes corrective action.
4) Performs field service to upgrade hardware or troubleshoot and resolve technology issues. 5) Responds effectively and
efficiently to unplanned events such as system failures or natural disasters involving production systems.
Travel requirements will fluctuate based on time of year and CCAP's workload. This position is in person in Madison, WI,
with a minimum of 50% statewide travel required.
Knowledge, Skills, and Abilities Required
Ability to setup computers, related peripherals and audio/visual equipment.
Knowledge of computer operating systems and hardware.
Skill in maintaining computer equipment in courtroom, offices, desks, and central server areas.
Skill in technical troubleshooting.
Skill in providing professional customer service.
Skill in verbal and written communication.
Knowledge of local and wide area networking.
Ability to implement infrastructure hardware, address technical emergencies, and implement cyber security
policies.
Education and Experience Required
• Associate’s Degree in computer science, computer technician, or related field.
• Experience providing phone‐based technical support.
• Experience in computer hardware and software support and maintenance.
• Experience installing, configuring, upgrading and troubleshooting computers, printers, scanners, and other
peripherals.
Education and Experience Preferred:
• Experience or training in supporting audio/visual technologies including video conferencing tools.
• Experience or training in supporting Windows Server.
• Experience or training in supporting Remote Desktop Services (Terminal Services).
• Experience or training in supporting Active Directory and Group Policy.
• Experience or training in supporting Local Area Networks.
License and/or Certificates Required
Must meet the minimum standards for driving a state vehicle. Must be able to travel throughout the State of Wisconsin
with overnights.
Contacts
Works closely and on a routine basis with others in CCAP and the Wisconsin Court System including clerks of circuit court
and county staff, the judiciary and their staff, county information technology and facilities staff, network administrators,
court system department managers, and their staff and consultants.
Work Environment
The Technical Support Engineer - Contractor position generally works indoors in an indoor office setting with
temperature controls and reasonably low noise levels. Travel to off-site locations is frequently required for installation
and maintenance of computing equipment throughout the state, and will fluctuate based on work plans.
Physical Demands
The Field Service Technician requires a significant amount of physical effort. Physical demands include frequent lifting,
standing, walking, sitting, handling, grasping, talking, hearing, repetitive motions, and hand-eye-foot coordination.
Physical demands can also include occasional reaching and feeling, carrying, pushing, pulling, climbing, balancing,
stooping, kneeling, crouching, and crawling. Employee will occasionally move objects weighing up to 75 pounds.
Requirements
Top Required Skills & Years of Experience:
Minimum 2 years' experience required
- Must have experience in an enterprise IT environment
- Must have excellent customer service skills
- Must have excellent communication and logical thinking skills
- Proven ability to install, configure, repair and maintain computer hardware
Nice to Have Skills:
- Knowledge of computer networking principals
- Knowledge of digital audio recording equipment
- Knowledge and understanding of user account in an Active Directory environment
Project details: Under the supervision of a Technical Unit Supervisor, this position is part of a team that has overall responsibility for the computer and network infrastructure that supports the operations of the Wisconsin Court System enterprise, which includes over 6,000 computing devices. The selected hire will service court customers throughout the state and will be based in the Madison, Wisconsin.
