Tech Support Analyst II (LTE)

Who is Disability Rights Wisconsin?

Disability Rights Wisconsin is the state’s Protection and Advocacy system, charged with protecting the rights of individuals with disabilities and keeping them free from abuse and neglect. Employing a variety of means, our advocates and attorneys use individual casework and systems advocacy to achieve positive changes in the lives of people with disabilities and their families. We are seeking employees who value this work. In turn we treat our employees well, offering a supportive environment, talented colleagues, excellent benefits, and generous leave.

Disability Rights Wisconsin arose out of a disability civil rights movement demanding that the abuse of people with disabilities end and that people with disabilities be included in life, school, workplaces, and communities. Our core values include Diversity, Dignity, Independence, Accessibility, Inclusion, Human Rights, and Liberation.

A diversity-based approach to disability rights recognizes the intersectional nature of oppression experienced by people with disabilities from marginalized and underserved communities. We work to specifically address disability-related injustices at the intersections of disability and race; disability and gender and gender identity; disability and gender-based violence; and more. We strive to create a welcoming and inclusive environment at Disability Rights Wisconsin.

Job Summary

This role provides advanced IT support during a critical transition period as DRW undertakes several major initiatives. Responsibilities include supporting multiple IT projects, leading migration activities for systems and users to the Managed Service Provider (MSP), managing vulnerability remediation, and handling complex helpdesk issues.

Key Responsibilities

Transitional Support – 60%

• Serve as the primary internal liaison for MSP coordination, ensuring timely escalations and accurate responses to MSP requests.
• Align endpoint security and patching.
• Serve as the internal point of contact for escalations and coordination, providing on-site 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.
• 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 the appropriate internal employees or external partners when issues fall outside the scope of this role (e.g., database issues to the Data Specialist, or escalations to MSP).
• Ensure tickets are closed promptly and that the documentation accurately reflects 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 the project lifecycle, including planning, implementation, and post-project review.
  

NIST 800-53 Journey Support – 40%

• Execute DRW’s responsibilities for NIST SP 800-53 compliance, including policy updates, tracking systems, and evidence collection for audits.
• Attend weekly meetings with the NIST Auditor and contract individuals.
• Review vulnerability reports for SLAs, coordinate resolving vulnerabilities or write-ups for the contract. Remediate vulnerabilities if necessary.
  

Qualifications

Requirements

• 3 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 Experience

• 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 assist in modifying systems or equipment for accessibility.
  
  

The Pay Range For This Role Is

28 - 31 USD per hour(Madison Office)