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.

Salary : $47,400 - $56,900