IT Systems and Support Engineer

Position Title: IT Systems and Support Engineer

Department: Business Information & Technology Services

Reports to: Director of IT Infrastructure and Service Desk Operations

Position(s) Supervised

FLSA Status: Non-Exempt

• WEDC is a Wisconsin-based organization, with a remote-work first environment. Remote work is intended to be performed in the State of Wisconsin.
  
  

Primary Responsibilities

The IT Systems and Support Engineer is responsible for providing first response/call resolution to WEDC employees, partners, and customers in the use of WEDC technology solutions. IT Systems and Support Engineer receives and responds to staff inquiries and requests for technical assistance, provides possible solutions, and escalates cases to other IT staff where appropriate. The position manages equipment inventory, end-point configuration, end-point security, imaging and deployment, software installation, packaging and deployment, Mobile Device Management platform, licensing, and compliance.

Duties

Essential Functions-IT Systems and Support Engineer will spend most of their time in these activities:

Support

• Provide primary response/call resolution to WEDC employees, partners, and customers in the use of WEDC technology solutions. Use proper judgment to escalate issues. Close issues in a timely manner with proper documentation.
• Configure user adds/changes/deletions in Active Directory, Unified Communications, and Cloud Systems.
• Conduct new employee onboarding and training sessions on the use of WEDC technologies and information security.
• Support employees in the use of WEDC technologies and associated systems.
• Assist in developing and maintaining documentation on processes, policies, application configuration, and help-related materials.
• Support computer networks by testing and evaluating network systems and ensuring that the day-to-day operations work.
  
  

Endpoint

• Maintain and deploy images for desktops, laptops, and tablets in accordance with established WEDC procedures.
• Maintain end-point security, including regular patching, maintenance of anti-malware software, and incident response.
• Manage mobile device management systems using established WEDC IT solutions. Manage security standards, software deployment, device enrollment, and deactivation.
• Ensure software licensing compliance by documenting and tracking license purchases and installations. Provide reports on compliance for audit purposes.
• Provide knowledge transfer to IT support interns.
  
  

Solution Development & Implementation

• Develop and implement IT tools that support WEDC goals.
• Assist in network and server management.
• Create and document IT standards, configurations, and procedures as required.
• Contact and work with vendors in a courteous and friendly manner to resolve issues and problems as they occur.
• Contribute and follow policies, procedures, and standards to ensure system reliability and accessibility.
• Identify, research, test, and implement improvements for new, emerging, and/or upgraded software and hardware. Understand and resolve integration issues.
• Provide regular and periodic reports on the status of projects, tasks, and activities.
• Share technical skills and knowledge with other staff.
• Maintain a program of professional development through appropriate training courses, selected reading, user groups, professional groups, conferences, and seminars.
• Other duties as assigned.
  
  

Education And Experience

• Associate degree in information systems or related field or combination of equivalent experience/education.
• Minimum of two years of information systems experience in a corporate environment.
• Microsoft Certified Professional in Desktops and/or Applications preferred.
  
  

Skills And Talents

• Troubleshooting and configuration of Windows Enterprise.
• Workstation Imaging Tools.
• Software packaging and remote installation techniques.
• Troubleshooting and configuration of Office 365 and Outlook, Skype for Business, Excel, Word, PowerPoint, and Salesforce.com.
• Operation and troubleshooting of Android and iOS operating systems in a business environment.
• Active Directory and Group Policy
• Familiarity with ITIL service management standards and documentation.
• Strong customer service skills and the ability to work with others in a courteous and professional manner.
• Strong time management skills, with the ability to independently set priorities and handle multiple tasks at once.
• Strong problem-solving skills, project management skills, sound reasoning, independent judgment, and initiative to accomplish tasks with little direction and to solve issues/accomplish tasks not requiring the involvement of others.
• Knowledge of research and development analysis techniques.
  
  

Other Requirements

• Based on the responsibilities of this position, this position may need to lift and/or move up to 50 pounds
  
  

WEDC DIVERSITY, EQUITY, INCLUSION & BELONGING STATEMENT

WEDC must be a diverse and inclusive organization reflective of the businesses, communities, and people in Wisconsin and beyond. We believe that diversity drives innovation and commit to create an inclusive, equitable and diverse workplace where our differences are celebrated as drivers of our organization's performance.

TO SUPPORT A DIVERSE AND INCLUSIVE WORKFORCE AT WEDC, WE WILL WORK TO ACHIEVE THE FOLLOWING GOALS:

• Increase WEDC's racial diversity, specifically with Black/African American, Native American and Latinx populations;
• Increase LGBTQ representation across WEDC; and
• Increase the diversity of WEDC's leadership.
  
  

TO MEET OUR DIVERSITY AND INCLUSION GOALS, WEDC WILL TAKE THE FOLLOWING ACTIONS:

• Create an intentional approach to recruit minority candidates by using targeted media channels to promote open positions;
• Ensure formal offers are made only after a diverse pool of candidates have been considered at each hiring stage;
• Identify and develop a variety of employee resource groups, including groups for African Americans, Hispanics and Latinos, LGBTQ and more;
• Post signage to highlight WEDC's commitment to diversity and inclusion; and
• Revisit EEO disclosures in our application process to highlight statements regarding WEDC's commitment to diversity, equity, inclusion and belonging.
  
  

Equal Employment Opportunity Statement

Wisconsin Economic Development Corporation is an Equal Opportunity Educational Institution and EEO/Affirmative Action Employer committed to excellence through diversity. Employment offers are made on the basis of qualifications, and without regard to race, sex, religion, national or ethnic origin, disability, age, veteran status, or sexual orientation.

Veteran Declaration

Applicants for employment are invited to participate in affirmative action program by reporting their status as a protected veteran or other minority. In extending this invitation, we advise you that: (a) workers (applicants) are under no obligation to respond but may do so in the future if they choose; (b) responses will remain confidential within the human resource department; and (c) responses will be used only for the necessary information. Refusal to provide this information will have no bearing on your application and will not subject you to any adverse treatment.

• PROTECTED VETERAN DEFINITION
  
  

Protected veteran means a veteran who may be classified as an active duty wartime or campaign badge veteran, disabled veteran, Armed Forces service medal veteran or recently separated veteran.

Active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

Armed Forces service medal veteran means any veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985 (61 FR 1209, 3 CFR, 1996 Comp., p. 159).

Disabled veteran means (1) a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs, or (2) a person who was discharged or released from active duty because of a service-connected disability.

Recently separated veteran means a veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval or air service.

• EEOC RACE/ETHNIC IDENTIFICATION CATEGORIES
  
  

Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race.

White (not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East or North Africa.

Black or African American (not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa.

Native Hawaiian or Other Pacific Islander (not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa or other Pacific Islands.

Asian (not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand and Vietnam.

American Indian or Alaska Native (not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America) and who maintain tribal affiliation or community attachment.

Two or more races (not Hispanic or Latino) - All persons who identify with more than one of the above races.

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