Network Topology LAN And WAN Mac OS X Ms Windows 7 Change Management Analyst (J   Requirement id 18805 Job title Analyst Job location in Madison, WI Skills required Active Directory, Microsoft Office 2003 And Office 2010, Mobile Device Management, Network Topology LAN And WAN Mac OS X Ms Open Date 19-May-2014 Close Date Job type Not specified Duration 1 Months Compensation DOE Status requirement --- Job interview type --- Apply    Email Recruiter: coolsoft Job Description Analyst: Active Directory, Microsoft Office 2003 And Office 2010, Mobile Device Management, Network Topology LAN And WAN Mac OS X Ms [ NOTE : START DATE : 06-01-2014 END DATE : 06-30-2014 ] [ NOTE : SUBMISSION DEADLINE : 05-21-2014 on Wednesday 8:00 AM ] Description: This request is for a Service Desk support staff to provide level 3 mentor support for a small but highly effective team of level 2 support staff who provide issue tracking and IT troubleshooting for DCF personnel and partners via direct interaction utilizing call center type services (phone, email, voicemail, web portal, etc.). This position requires a broad range of generalized knowledge and an understanding of the interrelations of a multitude of technology systems in order to effectively guide service desk staff who triage and diagnose issues. A high level of technical reading/writing skills are necessary for effectively referencing and contributing to the knowledge base. The Service Desk receives phone calls through a call distribution system and therefore a constant awareness of team dynamics and scheduling are required in order to maintain phone coverage. This position will fill in gaps in coverage and augment the team during times when volume of incoming issue reports is high. This position may require on-call duties. In addition to backing up the Service Desk this position will be responsible for assisting the team lead with the training of new staff and making sure that all necessary tools and accesses are provisioned. The mentor will be involved in an effort of continuous improvement by using ticket reviews and gathering metrics to improve the support capabilities of individuals and the team as a whole. This position will maintain availability to the team to provide assistance with technical issues and/or escalations, even while assisting the team lead with projects as assigned. This position will create and manage Problem tickets for root cause analysis and for Major Incidents, the latter of which will also be communicated out using defined processes. When needed the mentor will go beyond the Service Desk and negotiate support processes with other internal teams, documenting those processes in the Service Desk Reference and/or Service Desk Knowledge Base as appropriate. To achieve the objective of constant improvement the mentor will be expected to become highly proficient in the use of the current ITSM tool and to utilize it to analyze trends and make recommendations for improvements. The incumbent shall have 3-5 years of experience in a call center environment and at least 3 years of verifiable desktop support experience. Experience in an IT support call center environment with a strong emphasis on Closed on First Contact issue resolution is preferred. The incumbent shall also be familiar with all aspects of IT phone support in a Service Desk environment. A highly qualified candidate will have outside-of-the-box problem solving skills while maintaining a focus on the big picture and how changes in Service Desk support affect the overarching support model for the DCF Technical Services Section. They should be able to simultaneously work independently while working closely with the Service Desk team lead to maintain continuity of the support model. The ideal candidate will have previous mentor experience in an IT service desk environment. Experience configuring ITSM applications is a plus, as is experience with report creation and data analysis. Previous one on one/small group training experience is also highly desired. The Service Desk mentor relies on flexibility, adaptability, and critical thinking in a challenging and ever changing environment. A willingness to learn and a strong drive to continually improve the effectiveness of the DCF Service Desk will be necessary for success in this position. Required Skills: * Active Directory * Microsoft Office 2003 And Office 2010 * Mobile Device Management * Network Topology * LAN And WAN   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 18805 while calling.   Other jobs in WI: De Pere (2), Green Bay (8), Kenosha (2), Madidson (1), Madison (36), Menomonee Falls (19), Milwaukee (59), Sun Prarie (1), Unknown (2), Waukesha (2), Active Directory job openings in Madison, WI Jobs List Systems Architect III - 152666 Create date: 23-Dec-2025 Start date : 2/9/2026 End Date : 06/30/2026 Submission deadline : 1/5/2026 at 4:00 PM CST. 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