Position Summary

This position provides high level troubleshooting for the Help Desk Section of BTM. Responsibilities include performing duties necessary to respond to, resolve, or escalate first and second level IT related problems for customers remotely; performing remote troubleshooting of hardware and software to determine customer problems; receiving overflow ACD calls from first level support; documenting procedures; troubleshooting application and hardware problems; and interfacing with the Department of Administration to resolve escalated issues. This position will also be involved in assisting with projects for the Help Desk and representing the help desk as a resource on various Department projects. Additional responsibilities include maintaining knowledge base sources to include the Help Desk Wiki and creating, reviewing and approving Knowledge Articles in our ticketing system.

Salary Information

The starting pay is between $74880 and $97302 per year, plus excellent benefits. Pay will be set in accordance with the Compensation Plan and Wisconsin Administrative Code in effect at the time of hire. The pay schedule/range is 07-34. A 12-month probationary period is required.

In addition to meaningful and rewarding work, we offer a competitive benefits package featuring:

Substantial leave time including at least 3.5 weeks of vacation to start, 9 paid holidays, and ample accrued sick time that rolls over each year.
Insurance: Excellent and affordable health, dental, vision, and life insurance.
An exceptional pension plan including a lifetime retirement payment.
An optional tax-advantaged 457 retirement savings plan.
The Well Wisconsin Program helps participants set health and well-being goals, track progress, stay motivated, and earn incentives.
Our Employee Assistance Program offers employees and their immediate family a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being.
DOC is a qualifying employer for the Public Service Loan Forgiveness program.
Please click here for a summary of State of Wisconsin employment benefits or click here to explore employment benefits on the website.

To help you understand what your benefit package would be worth, please see the Total Rewards Calculator here.

Job Details

Applicants must be legally entitled to work in the United States (i.e., a citizen or national of the U.S., a lawful permanent resident, an alien authorized to work in the U.S. without DOC sponsorship) at the time of application. The Department of Corrections will conduct criminal background checks on applicants prior to selection to determine whether the circumstances of any conviction may be related to the job being filled. Upon hire, all new DOC employees are subject to fingerprinting.

The Department of Corrections may conduct pre-employment drug screens. Any applicant who is offered employment in a position which requires a pre-employment drug screen must pass the screen as a contingency to employment.

NOTE: This position is eligible to work remotely 100% of the time. For this position, working outside of Wisconsin will not be allowed. You must currently live in or be willing to relocate to Wisconsin.

Qualifications

Minimally qualified applicants will have experience:

Creating, reviewing, and maintaining knowledge articles, job aids, and/or user guides.
Providing technical and/or procedural assistance and guidance to other staff.
Coordinating information flow between the Help Desk and other IT teams during major outages/events.
Analyzing, reviewing, and recommending process/workflow changes for continual improvement and efficiency.

In addition to the above, well qualified applicants will have experience:

Participating in communication, testing, and implementation projects impacting end-users.
Mentoring and/or training new unit staff.
Utilizing enterprise-level ITSM tools such as Ivanti Service Manager or ServiceNow.

How To Apply

To apply, click on “Apply for Job” to start the application process. Follow the steps outlined in the application process and submit your application. Permanent classified employees who are eligible for consideration as a transfer or voluntary demotion must complete the application process in order to be considered.

Applicants should attach a letter of qualification and resume detailing their training and experience relating to the qualifications mentioned above. It is not necessary to include references at this time. Your letter of qualification and resume will be evaluated and is considered the assessment for this position. Your letter of qualification and resume should be limited to a maximum of two pages each.

Your submission will be evaluated by one or more job experts. The most eligible candidates will be invited to participate in the next step of the selection process. The Department of Corrections has created extra guidance to assist you in developing your resume and letter of qualification, if interested please click here.

Questions can be directed to Phia Vang, Human Resources Specialist at Phia.Vang@wisconsin.gov.

The State of Wisconsin is an Equal Opportunity and Affirmative Action employer seeking a diverse and talented workforce. We provide reasonable accommodations to applicants and employees with disabilities.

The State of Wisconsin offers a special program for qualified veterans with a 30% or greater service-connected disability. If you are a qualified veteran, please visit the Veterans Employment page for application instructions to be considered for the Veterans Non-Competitive Appointment program.

Deadline to Apply

Online application and materials must be submitted by 11:59 pm on 3/25/26, in order to be considered.

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Wisconsin Department of Corrections

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