Job Description

Job Description

Job Description

Codeworks is an IT Services firm headquartered in SE Wisconsin, known for our strong commitment to quality and for our direct client relationships.

Who We’re Looking For:

This position is part of the Instructional Technology Services team, providing technical support to staff as part of the internal Help Desk. Responsibilities include account management, device imaging and deployment, application deployment, and integration of configuration management systems for Help Desk staff.

The role also involves advanced troubleshooting of complex computer support issues before escalating to System Engineers, while ensuring compliance with established technical, security, and procedural processes.

The position supports and secures end-user technologies, including system management tools and software services. Responsibilities include contributing to the development of technical policies, procedures, and guidelines for monitoring, managing, and maintaining personal computer systems in a complex server and network environment.

Additionally, the position helps enhance ticketing systems for IT process management, requiring strong team communication, cooperation, collaboration, and participation in planning.

Duration: Through 6/30/26, with likely extensions.

Work Arrangement: Hybrid – Minimum 60% on-site. Training requires 100% on-site participation. Candidates must reside in Wisconsin.

Responsibilities:

Technical Support and Troubleshooting

• Provide customer-focused technical support, problem diagnosis, troubleshooting, resolution, and maintenance of end-user devices in a networked environment.
• Conduct advanced troubleshooting of complex systems to resolve desktop-related issues and determine when to escalate to System Engineers.
• Guide Help Desk staff on effective use of remote support tools and use these tools directly when needed.
• Support Wi-Fi connectivity for agency-provided and guest/extranet services.
• Set up and maintain PC hardware, peripherals, software, and related devices.
• Diagnose, research, and identify solutions to system issues, collaborating with System Engineers as appropriate.
• Install and support Microsoft client operating systems and productivity software in an enterprise environment.
• Administer, configure, and maintain commercial software applications, including automation and self-service installation tools.
• Follow agency protocols for directory services, device policies, and account rights.
• Investigate and address potential security concerns (e.g., malware), escalating to security leads when necessary.
• Assist with monitoring systems that track hardware and software security on end-user devices.

Device Configuration and Administration

• Manage asset management platforms for automated device inventory, assignment, and software licensing.
• Serve as a liaison between the Technical Services team and other teams for incident intake, transfer, and resolution.
• Provide input into project planning, strategy, and continuation efforts.
• Administer operating system deployments and automation platforms (e.g., System Center).
• Lead efforts to create, update, and troubleshoot software deployment platforms.
• Train and mentor new Help Desk employees and contribute to documentation.
• Configure and maintain computer settings for security and feature availability.
• Manage endpoint protection, including automated remediation and updates.
• Review and validate new equipment standards (e.g., laptops, monitors, docking stations).

Help Desk Coordination and Documentation

• Provide guidance on processing and resolving help desk tickets.
• Help determine best methods for ticket assignment and escalation.
• Document knowledge through technical notes, FAQs, and user guides.
• Collaborate with System Engineers to improve technical help documents.
• Contribute ideas for improving efficiency and user support strategies.
• Maintain documentation on platforms, standards, and system maintenance activities.

Qualifications:
Top Skills & Years of Experience – 10+ years of experience in the following:

• Strong customer service and problem-solving skills.
• Familiarity with a wide range of concepts, practices, and procedures.
• Experience with account management, device imaging and deployment, application deployment, and integration of configuration management tools for Help Desk staff.

Preferred Skills:

• Ability to apply experience and judgment to plan and accomplish goals, with capacity to work independently on a variety of tasks.
• Flexibility and openness to using creativity to identify and implement effective solutions.

About Codeworks: Codeworks has over 25 years of experience serving Fortune 1000 companies in Wisconsin as well as our client's national locations. Our recruiting team excels at evaluating, advising, and connecting IT professionals with new opportunities that will satisfy their expectations regarding income and opportunity for growth. At Codeworks, we're committed to diversity, equity, and inclusion in our workforce and beyond. We believe in equal opportunities and value the unique perspectives that every individual brings to our team. Join us in creating an inclusive, innovative, and collaborative workplace where your talents can thrive.

Codeworks is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Codeworks, LLC discloses that the anticipated hourly pay range for this position is between $XX.XX and $XX.XX. This range is subject to change based on job-related factors, including client requirements where applicable.

All full time Codeworks employees are eligible to enroll in the company’s medical, dental, vision, and life insurance plans. Additionally, employees can participate in Codeworks’ 401(k) retirement plan.

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Job Tags

Hourly pay, Full time,

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