System Analyst - W2 - Applicant Must Be Current WI Resident

Role: IT Systems Analyst

Location: Madison, WI (First Month Onsite, then Hybrid)

Duration: 12 Months

Interview: MS Teams

NOTE:

Candidate must be a CURRENT WI resident. No relocation allowed. This position is ONSITE for the first 4-6 weeks. Afterward, candidates may be able to work a Hybrid schedule.

POSITION SUMMARY:

This position resides in the IT Service Management Regional (ITSMR) Team, under the supervision of the ITSMR Supervisor. The role of the IT Systems Analyst is to provide IT support for all customers utilizing the Department of Transportation IT services. They are responsible for logging incidents and service requests and resolving support

requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands.

This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. This position will perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems. This position will assist in the development and maintenance of the support knowledgebase, training, and documentation. This position maintains a strong customer focus, attention to detail, prioritization, and effective communication.

An IS Technical Services Analyst must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies. They must possess maturity and reliability to independently provide user support accurately and consistently. Customers include all Agency staff throughout the state, Bureau of Information

Technology (BITS) staff, as well as select government and private sector contacts. Interactions can occur between personnel in the Department and throughout the Bureau, other technical support personnel, extranet business partners, vendors, Division of Enterprise Technology (DET) personnel and the occasional citizen, etc. Work is tracked in our ITSM incident management system via incident and service request tickets. Work performed and documentation is monitored for adherence to expectations.

This Position also requires the following of all rules and regulations regarding safety and maintaining the high safety and health standards developed and approved by the Department. This includes but is not limited to; reporting incidents/accidents/ near misses that resulted or could have resulted in personal injury, maintaining safe working

conditions and wearing appropriate personal protective equipment in designated areas, and offering safety and health suggestions that would reduce risks to workers.

TIME % GOALS AND WORKER ACTIVITIES:

50% A. Provide professional multidivisional hardware and software support for all customers utilizing the Department of Transportation IT services.

1. A.1 Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
2. A.2 Diagnose and resolve technical hardware and software issues.
3. A.3 Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.).
4. A.4 Provide training and education to customers.
5. A.5 Research solutions using available information found in the knowledgebase, teammates, and online resources.
6. A.6 Accurately update and document incidents and service requests using the Cherwell incident management system.
7. A.7 Configure, install, and upgrade computer hardware and software. This includes testing and piloting for multiple divisions and documenting the results.
8. A.8 Work with BITS to support the use of Enterprise Software Distribution (ESD) technology for deployment of software, business applications, and anti-virus definitions to all workstations
9. A.9 Perform equipment moves and surplus outdated and no longer used equipment. A.10 Identify and effectively prioritize situations requiring urgent attention.
10. A.11 Track and escalate problems and requests and document resolutions.
11. A.12 Regularly communicate updates to all end users, vendors and other members of the department regarding hardware and software needs requests within the Department.

30% B. Multidivisional hardware and software technical support for Agency multi-Divisional customers.

1. B.1 Configure, install, and upgrade computer hardware and software.
2. B.2 Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.)
3. B.3 Perform equipment moves and surplus outdated and no longer used equipment.

10% C. Create, maintain and update documentation and technical information within the unit knowledgebase.

1. C.1 Assist with the development and maintenance of user communication templates and procedures.
2. C.2 Assist with the overall development and maintenance of the knowledgebase system.
3. C.3 Provide consultation to Divisions and with other IS staff, develop standards, specifications and justifications for new business needs related to IT hardware or software.
4. C.4 Maintain technical expertise with system information, changes, and updates.
5. C.5 Coordinate with team and project leads to ensure the uniform implementation of ideas and programs being promoted by the various business areas and providing resource needs for statewide BITS IT projects.

10% D. Perform routine maintenance of IT Asset management systems.

1. D.1 Coordinate resource needs identification for IT asset management with IS Supervisors.
2. D.2 When requested by Divisions, provide clarification, for cost analysis, or other financial or non-financial, technical and non-technical information, on IT reports received from other areas of BITS based on customer’s needs.
3. D.3 Ensure IT Asset Management systems are updated with accurate recordkeeping and inventory data and inform BITS management if problems with recordkeeping tasks arise.
4. D.4 Perform a physical asset management inventory as needed.
5. D.5 Work with Divisions and business partners on hardware and software procurement.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

The IS Technical Analyst must have comprehensive knowledge of the systems and applications identified below:

1. Personal computer operating systems including Microsoft Windows 11.
2. Mobile operating systems including iOS.
3. Personal computer software applications including Microsoft Office (Access, Excel, Outlook, Word, and PowerPoint), Adobe Acrobat, etc.
4. Significant ability to articulate and communicate technical concepts both orally and in writing to various stakeholders, including those from a non-technical background.
5. Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
6. Ability to prioritize tasks based on level of importance in a fast-paced environment.
7. Skill and ability to provide a positive and efficient customer service experience.
8. Strong organizational skills.
9. Ability to perform work independently as well as a contributing member of a team.
10. Strong understanding of problem-solving methods and practices.
11. Experience developing appropriate documentation for customers and service desk staff.
12. Understanding of ITIL Service Desk Incident Management methods and practices.
13. Experience identifying trends for Major Incident identification
14. Understanding of Knowledge Management principles and their benefits within a Service Desk team.
15. Demonstrated commitment to valuing diversity and contributing to an inclusive workplace
16. Proven ability to collaborate with a wide range of individuals with varying backgrounds to work together for a common purpose to achieve business goals Top

Required Skills & Years of Experience:

• Experience providing remote support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.
• Experience providing support for Microsoft Office 365 and TEAMS.
• Experience working with ITSM Tools such as Cherwell or Service Now for incident management and inventory.

Nice to Have Skills:

• Mentoring and/or training counterparts/team members.
• Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards.

Interview Process:

• Teams

Duration of the Contract:

• 06/30/2027, with the possibility of an extension.

Onsite or Remote?

• Candidate must be a CURRENT WI resident. No relocation allowed. This position is ONSITE for the first 4-6 weeks. Afterward, candidates may be able to work a Hybrid schedule.