IT Support Specialist

Disability Rights Wisconsin is Wisconsin’s Protection and Advocacy system dedicated to protecting the rights of individuals with disabilities. The IT Support Specialist will serve as the initial point of contact for IT requests, providing helpdesk support, managing user accounts, and maintaining IT inventory to support the organization’s mission.

Responsibilities

• Triage alerts from users and systems
• Provide ticket resolution for T1 and T2 issues
• Evaluate and escalate tickets for internal team members and vendors
• Respond to system support tickets
• Take primary responsibility for managing user accounts
• Facilitate password and MFA resets
• Monitor systems for stale accounts
• Track and manage IT inventory including laptops, peripherals, software licenses, and warranties. Including an annual audit of equipment
• Oversee laptop lifecycle: procurement, setup, repair, replacement, wiping, and recycling
• Provision and enroll new devices
• Inform the IT Manager of IT equipment purchase needs
• Regularly audit inventory
• Review compliance reports and remediate or escalate gaps
• Assist with creating and deploying system configurations
• Manage organization-owned mobile devices
• Execute assigned project tasks and technical implementations
• Research solutions for defined project requirements
• Assist the IT Manager in providing accessible solutions
• Evaluate proposed services for accessibility
• Investigate specific solutions to meet accessibility needs
• Document configurations, procedures and project outcomes
• Create and maintain documentation for internal IT processes, including creating checklists and documenting system configurations
• Maintain necessary evidence of completed work for compliance and security tracking
• Support end users through ad hoc training
• Creation of training materials
• Provide IT orientation to new hires
• Participate in staff training and webinars, including facilitation and presentation
• Monitor staff training progress
• Deploy and update printer drivers
• Configure printer/scanner access and address books
• Troubleshoot connectivity issues
• Patch network jacks
• Change switch port VLAN assignment
• Assist MSP with on-site support
• Execute documented Service Restoration Plans
• Act as part of the Incident Response Team (IRT)
• Assist with regular review and update of IR and DR plans
• Participate in tabletop IR and DR exercises
• Assist the IT Manager with Risk Assessments of software, services, and processes and perform remediation tasks as assigned
• Pursue industry certifications (Microsoft, COMPTIA, CIS, etc.)
• Maintain training and certifications on supported systems
• Engage in research of emerging technology, best practices, and industry standards
• Adhere to all DRW policies and procedures, including but not limited to work hours, timesheets, file maintenance, confidentiality, and security
• Participate in DRW activities such as all-staff meetings and committees

Skills

• 1-2 years of progressive experience in a paid technical IT role
• Able to organize incoming work requests and maintain day-to-day productivity
• Proficiency in supporting Microsoft 365, including Intune and Defender
• Ability to troubleshoot basic network issues
• Proven ability to troubleshoot technical issues, identify root causes, and recommend effective solutions
• Ability to educate and empower users to resolve common issues independently
• High-level analytical thinking, problem-solving, and critical reasoning skills
• Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical audiences
• Willingness to work outside of standard business hours when necessary or in emergency support situations
• Ability to travel to remote office locations as needed
• Certifications: Microsoft 365 Copilot and Agent Administration Fundamentals
• Experience with Microsoft Autopilot for device provisioning and endpoint compliance
• Experience with Microsoft Entra, ticketing and remote management platforms
• Experience contributing to IT documentation, audits, and compliance reporting
• Familiarity with NIST 800-53 security controls and HIPAA compliance
• Experience working with individuals with disabilities and/or people from culturally diverse backgrounds
• Support employees with assistive technology and assist in modifying systems or equipment for accessibility
• Fluency or strong proficiency in American Sign Language, Hmong, or Spanish

Benefits

• Generous employer contribution for individual and family health insurance, plus a Health Reimbursement Account for uncovered health care costs.
• Employer-provided Short-Term and Long-Term Disability Insurance
• 401(k) Retirement Plan with Employer Contribution
• Flex Spending Account
• Access to affordable, quality:
• + Dental, Vision Coverage
• + Additional Life Insurance for the employee, spouse, and children
• + Critical Illness Insurance
• + Identity Theft
• + Pet Insurance
• Public Student Loan Forgiveness:
• Generous paid time off policies include:
• 10 Fixed and 4 Floating Holidays
• Leave time for:
• + Medical and Caretaking
• + Vacation
• + Personal
• + Bereavement Leave
• Additional benefits include the Employee Assistance Program (EAP), Commuter Choice, and Sabbatical Leave.

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