Desktop Support IV - KYYBA, Inc

Knowledge Services Position Title: Desktop Support IV

**NOTICE- Candidates that are submitted to this posting and do not meet the required qualifications, restrictions, or requirements will NOT be allowed to be resubmitted to future re- postings of the position. False or inaccurate submissions will be reported.

WISCONSIN ONLY POSTING:

POSTING IS FOR WISCONSIN BASED CANDIDATES ONLY (OR THOSE WILLING TO RELOCATE TO WISCONSIN WITHIN 30 DAYS OF THE START DATE). Candidates that are NOT located IN WISCONSIN or willing TO RELOCATE will NOT be considered and should not be submitted.

Top 3-4 desired skills required for the position:

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Independently perform a variety of desktop support related tasks

Experience in desktop concepts, practices and procedures related to desktop support Extensive knowledge with desktop technology

Will this position have access to FTI (Federal Tax Information)? YES

On Call hours required? YES

Will the position require any weekend coverage? (IE: weekend maintenance) NO

Is this position Remote, Hybrid**, or In Person?

**For Hybrid, please provide breakdown of Remote % and Onsite % (required): In Person, with future ability to be Hybrid, maximum 2 days remote work.

Does this position require the candidate to provide a mobile device for use to use as part of this position (ie: iPad/iPhone/Android)? No

Detailed Job Description: This Desktop Support position provides expert level technical assistance in support and preparation of desktop supported applications and hardware. This position requires extensive knowledge and experience with desktop technology including but not limited to, Windows desktop operation systems, desktop applications, Multi-Function Devices (print/fax/copier/scanner) and wireless devices such as Android phones, iPhones, and/or iPads.

This position receives escalated level support issues from an internal Service Desk. The candidate shall have expert level experience in a Desktop Support position and be familiar with a variety of concepts, practices, and procedures relating to Desktop Support.

The Desktop Support person relies on extensive experience and judgement to plan and accomplish goals. This candidate is expected to independently perform a variety of desktop related tasks and serve as a desktop expert on a day-to-day resolving end user issues. May lead and direct the work of others. A wide degree of creativity, self-direction, prioritization is expected.

On call/stand by hours will be required with this position. This could require the candidate to work more than 40 hours per week.

List any special qualifications & years of experience: (List any specific skills, software, or requirements the position will require. Optional format below)

• Remote Desktop Management Tools

Experience in technical writing and documentation

Analytical/problem solving skills

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Customer Service

• Excellent oral and written communication skills and advanced customer support skills Technical Assistance and user support

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MS Office products

• Active Directory Tools

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General understanding of Microsoft MECM/SCCM (for patch management, software

deployment, and inventory management)

Installation and maintenance of PC's

Knowledge of VMware Horizon, VMWare workstation, Microsoft VPC or similar product Mobile device management (iPad, iPhone, Android)

Troubleshooting all hardware

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Mac OS X

Application Support

MS Windows 10

Other Notes to Suppliers:

1. Selected candidate will be required to provide personal equipment for remote work. Technical

specifications of hardware are:

Home Internet Service: Minimum 20 Mbit down and 5 Mbit up. Capability to plug in

network (cat 5a or better) cable to the computer.

Windows Computers

Operating System: Windows 10

Memory: Minimum 4 GB, Preferred 8 GB+

Processor (CPU): Any 32-bit or 64-bit running 2 Gigahertz (GHz) or faster

Graphics card that supports Direct3D 11 Video

Installation of the latest VMware Horizon Client

Apple Computers

Operating System: MacOS: 10.14, 10.15, or 11

Memory: Minimum 4GB, preferred 8 GB+

Processor (CPU): Any 64-bit Client-based Mac or ARM M1-based Mac running in emulation with Rosetta 2

Installation of the latest VMware Horizon Client

It is required to have full audio/video conferencing capabilities (camera and headset).

2. ALL candidates must be located within the United States. ALL contact information must

also be domestic. Absolutely no work outside of the US is allowed.

3. An in-person interview may be required before a final hire is made. The hiring manager has

discretion to allow phone or video interviews at any point during the process.

4. Please provide three (3) business references for the interview.

5. The selected candidate will be required to sign all onboarding documents as part of the

onboarding process. Candidate will also be required to complete any security training as directed by the division, department, or agency.

6. The selected candidate will be required to complete a criminal background check and any

fingerprinting as required by the position.

7. This position is budgeted for 1960 hours annually. Hours will be prorated the first year based on

start date.

8. DCF does not sponsor work visas, either at the time of hire or at any later date

9. Suppliers must disclose any/all levels of sub-contracting and their respective supplier name(s). 10. Selected candidate must provide copies of any/all certifications as part of the hiring process.

Please note the qualifications for this position per the contract: