Job Description: Technician III

Job Title: Technician III
Start Date: End of January
Location: Remote (Must be a current Wisconsin resident)
Duration: Multiple years
Work Model: Remote within WI; occasional in‑state travel required

Position Overview

The Technician III will provide multi-tier technical support, including desktop, application, network, and infrastructure support for statewide users. This role requires strong troubleshooting abilities, customer service skills, and the ability to work independently while delivering high‑quality technical solutions. The position supports secure networking environments, cloud services, on‑premises systems, and mission-critical applications.

Key Responsibilities

• Provide multi-tier support for applications, desktops, networks, and infrastructure.
• Deliver technical assistance for both remote and onsite requests.
• Diagnose and resolve issues involving enterprise applications and systems.
• Support and maintain network hardware, connectivity standards, and security requirements.
• Utilize and maintain ticketing systems, documentation, and customer communications.
• Work directly with customers, providing clear communication and high‑quality service.
• Collaborate closely with technical support teams and county IT staff.
• Install, configure, and support hardware such as computers, printers, routers, switches, UPS devices, and servers.
• Support secure, compliant data center and office environments.
• Assist with system monitoring, user directory management, and virtualization technologies.
• Provide remote support using screen sharing, voice, chat, and other tools.
• Assist in developing workflows, diagrams, and service calendars based on business needs.
• Participate in non‑prime shift/on‑call rotations as needed.

Required Experience (5-7 Years)

• Customer-facing, multi-tier technology support roles.
• Ticketing systems: updates, documentation, and customer communication.
• First-call diagnosis, problem resolution, and escalation procedures.
• Support of enterprise applications and systems.
• Networked environments, connectivity standards, security principles, and physical infrastructure.
• Remote support tools (screen sharing, chat, voice).
• Supporting hardware such as computers, printers, servers, and network devices.
• Working in secure, compliant IT environments.

Strongly Desired Skills

• Experience on Agile project teams.
• Knowledge of both legacy and modern enterprise technologies.
• System design, automation, planning, deployment, and administration.
• Performance monitoring, user directory management, and virtualization.
• Understanding of information security frameworks and their application.
• Experience developing support workflows and service calendars.
• Ability to work independently while maintaining strong communication and professionalism.
• Strong written and verbal communication skills.
• Ability to meet WI fleet vehicle requirements for travel.

Additional Role Details

• This position supports state prosecutors and technical operations across 71 counties and approximately 1,600 users.
• The environment includes statewide networks, secure systems, and a mission-critical case management platform.
• The role requires professionalism, autonomy, and the ability to represent the State effectively during onsite work.